Framework for Optimizing Customer Experience Insights PPT

This PPT slide, part of the 33-slide Customer-centricity Primer PowerPoint presentation, presents the Customer Experience (CX) Analysis & Design Framework, emphasizing its role in leveraging customer behavioral insights. The framework is structured around 2 primary axes: satisfaction levels and performance implementation.

On the vertical axis, satisfaction ranges from "Disgusted" at the bottom to "Delighted" at the top. This indicates the emotional response of customers based on their experiences. The horizontal axis categorizes performance from "Absent" on the left to "Fully implemented" on the right, reflecting the extent to which customer needs are met.

The graph is divided into 4 quadrants. The top right quadrant, labeled "Exciters and delighters," signifies high satisfaction coupled with high-quality performance. This area represents the ideal scenario where customers are not only satisfied, but also pleasantly surprised by the service or product. The bottom right quadrant, "Threshold/basic (must haves)," indicates that while performance is high, customer satisfaction is low, suggesting that basic expectations are met, but not exceeded.

The left side of the graph highlights areas of concern. The bottom left quadrant, "Absent," shows a failure to meet performance expectations, leading to low satisfaction. This is critical for organizations to address, as it indicates a significant gap in service delivery.

The slide concludes with a note on the innovative use of online tools and customer account information, suggesting that these elements can enhance personalized advice and service delivery. This insight is vital for organizations aiming to improve customer engagement and satisfaction.

This slide is part of the Customer-centricity Primer PowerPoint presentation.

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Customer-centric Organization Customer Experience Customer Satisfaction Customer-centricity

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