Customer Experience (CX) Management Models (PowerPoint PPTX Slide Deck)

BENEFITS OF THIS POWERPOINT DOCUMENT

1. Provides 30 common frameworks and methodologies for customer experience innovation and reinvention.
2. Includes frameworks and models covering customer service, customer satisfaction and loyalty, and customer experience.
3. Serves as rough orientation for business leaders, CX managers and other experts.

BUSINESS FRAMEWORK POWERPOINT DIAGRAMS PPT DESCRIPTION

Editor Summary Customer Experience (CX) Management Models is a 148-slide PowerPoint collection presenting 30 Customer Experience Management frameworks and templates, authored by a customer experience expert with experience at Microsoft, IBM, and Panasonic. Read more Includes frameworks such as Five Phases of Design Thinking, Business Model Canvas, Customer Journey Mapping, Empathy Map, NPS, Kano, RATER, SERVQUAL, ADKAR, Kotter’s Eight Phases, and McKinsey 7S. Targeted at Customer Experience Managers, marketing teams, business analysts, and consultants; sold as a digital download on Flevy.

Use this deck when an organization needs to define, align, or train teams on customer experience strategy—during strategy workshops, journey mapping efforts, service recovery design, or stakeholder presentations.
  Customer Experience Managers running journey-mapping workshops using the Customer Journey Map template to identify touchpoints and pain points.
  Marketing teams designing empathy maps and applying the 6P’s marketing mix to refine value propositions.
  Business analysts measuring service quality with NPS, RATER, or SERVQUAL to prioritize fixes.
  Change leads implementing CX initiatives with ADKAR or Kotter’s change steps to manage adoption.
The mix of design-thinking templates, journey mapping, quantitative metrics, and structured change models mirrors consulting practice that combines human-centered design with structured frameworks such as McKinsey’s 7S and Prosci ADKAR.

Read Marcus Overview

This presentation is a collection of PowerPoint diagrams and templates used to convey 30 different Customer Experience (CX) Management frameworks and models. (Please note that these are diagrams and charts that are to be used in your own business or classroom presentations. These are not instructional slides.)

FRAMEWORKS/MODELS INCLUDE THE FOLLOWING:

1. Five Phases of Design Thinking
2. Business Model Canvas
3. Customer Journey Mapping
4. Empathy Map
5. Point of View (POV)
6. Four Moments of Truth
7. Net Promoter Score (NPS)
8. 6P's of Marketing Mix
9. Keller's Customer-Based Brand Equity Model
10. Kano Model
11. Kaufman's Six Levels of Customer Service
12. Ladder of Loyalty
13. Apostle Model (Satisfaction-Loyalty Matrix)
14. Importance-Performance Matrix
15. Profitability-Loyalty Matrix
16. Opportunity Map
17. Context Map
18. Prioritization Map
19. RATER Model
20. SERVQUAL Model
21. Five Steps of Service Recovery
22. The International Standard for Service Excellence (TISSE2012)
23. Xerox's 10-Step Benchmarking Process
24. Root Cause Analysis (RCA)
25. ADKAR Model
26. Kotter's Eight Phases of Change
27. McKinsey's 7-S Framework
28. COPC CX Standard for VMOs, Rel. 6.1
29. Baldrige Excellence Model
30. EFQM Excellence Model

This presentation includes frameworks and models covering: Stanford Design School's Five Modes of Design Thinking, Strategyzer's Business Model Canvas, Xplane's Empathy Map, The Kano Model, McKinsey's 7-S Framework, Fred Reichheld's Net Promoter Score, Christopher, Payne and Ballantyne's 6Ps of Marketing, Kevin Lane Keller's Brand Equity Model, Ron Kaufman's Six Levels of Customer Service, Christopher, Payne & Ballantyne's Ladder of Loyalty, Jones & Sasser's Apostle Model, Reinartz & Kumar's Profitability-Loyalty Matrix, Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry's SERVQUAL Model, The International Customer Service Institute's 5P's Service Quality Model, Robert C. Camp's Benchmarking Model, Prosci's ADKAR Change Model, and John Kotter's Eight Step Change Model.

The PPT provides detailed templates for practical application, including the Business Model Canvas and Customer Journey Mapping. These tools are essential for visualizing and optimizing customer interactions and business strategies.

MARCUS OVERVIEW

This synopsis was written by Marcus [?] based on the analysis of the full 148-slide presentation.

Executive Summary
This presentation provides a comprehensive collection of 30 Customer Experience Management (CEM) models and frameworks, designed to enhance understanding and implementation of effective customer experience strategies. Each model is presented through PowerPoint diagrams and templates, allowing organizations to visualize and apply these concepts in their own customer engagement efforts. By utilizing these frameworks, businesses can improve customer satisfaction, loyalty, and overall service quality.

Who This Is For and When to Use
•  Customer Experience Managers seeking to enhance their strategies
•  Marketing teams focused on improving customer engagement
•  Business analysts looking to implement effective CEM practices
•  Consultants advising organizations on customer experience improvements

Best-fit moments to use this deck:
•  During strategy workshops to align on customer experience initiatives
•  In training sessions for teams focused on customer engagement
•  For presentations aimed at stakeholders to illustrate CEM frameworks
•  When developing or refining customer journey mapping processes

Learning Objectives
•  Define key concepts and frameworks in Customer Experience Management
•  Build effective customer journey maps using provided templates
•  Establish a clear understanding of customer needs through empathy mapping
•  Analyze customer satisfaction metrics using models like NPS and SERVQUAL
•  Implement service recovery strategies effectively
•  Utilize the Business Model Canvas to align customer experience with business goals

Table of Contents
•  Five Phases of Design Thinking (page 6)
•  Business Model Canvas (page 10)
•  Customer Journey Mapping (page 18)
•  Empathy Map (page 23)
•  Point of View (POV) (page 30)
•  Four Moments of Truth (page 33)
•  Net Promoter Score (NPS) (page 35)
•  6P’s of Marketing Mix (page 39)
•  Keller’s Customer-Based Brand Equity Model (page 43)
•  Kano Model (page 50)
•  Kaufman’s Six Levels of Customer Service (page 55)
•  Ladder of Loyalty (page 60)
•  Apostle Model (Satisfaction-Loyalty Matrix) (page 63)
•  Importance-Performance Matrix (page 68)
•  Profitability-Loyalty Matrix (page 73)
•  Opportunity Map (page 78)
•  Context Map (page 81)
•  Prioritization Map (page 84)
•  RATER Model (page 87)
•  SERVQUAL Model (page 96)
•  Five Steps of Service Recovery (page 100)
•  The International Standard for Service Excellence (TISSE2012) (page 104)
•  Xerox Benchmarking Model (page 108)
•  Root Cause Analysis (page 111)
•  ADKAR Change Model (page 116)
•  Kotter’s Eight Phases of Change (page 124)
•  McKinsey’s 7S Framework (page 129)
•  COPC CX Standard for VMOs, Rel. 6.1 (page 136)
•  Baldrige Excellence Framework (page 139)
•  EFQM Excellence Model (page 142)

Primary Topics Covered
•  Design Thinking - A human-centered approach to problem-solving that includes phases such as empathize, define, ideate, prototype, and test.
•  Business Model Canvas - A strategic management tool that outlines key components of a business model, including customer segments and value propositions.
•  Customer Journey Mapping - A visual representation of the customer experience, highlighting touchpoints and customer actions.
•  Empathy Mapping - A tool for synthesizing customer insights to better understand their needs and motivations.
•  Net Promoter Score (NPS) - A metric for gauging customer loyalty and satisfaction through direct feedback.
•  Kano Model - A framework for categorizing customer preferences and their impact on satisfaction.

Deliverables, Templates, and Tools
•  Customer Journey Map template for visualizing customer interactions
•  Empathy Map template for synthesizing customer insights
•  Business Model Canvas template for strategic alignment
•  NPS calculation template for measuring customer loyalty
•  RATER Model for assessing service quality performance
•  Service Recovery process template to handle customer complaints

Slide Highlights
•  Visual representations of the Five Phases of Design Thinking
•  Detailed breakdown of the Business Model Canvas components
•  Illustrative examples of Customer Journey Maps
•  Empathy Map showcasing customer insights and pain points
•  Overview of the Kano Model and its categories of customer needs

Potential Workshop Agenda
Customer Experience Strategy Workshop (90 minutes)
•  Introduction to Customer Experience Management models
•  Group activity: Create a Customer Journey Map
•  Discussion: Key insights from Empathy Maps

Service Recovery Training Session (60 minutes)
•  Overview of the Five Steps of Service Recovery
•  Role-playing scenarios to practice service recovery techniques
•  Group feedback and discussion on best practices

Customization Guidance
•  Tailor the Customer Journey Map to reflect specific customer segments and touchpoints
•  Modify the Business Model Canvas to align with organizational goals and strategies
•  Adapt the Empathy Map to focus on unique customer insights relevant to your industry

Secondary Topics Covered
•  Importance-Performance Matrix for prioritizing service attributes
•  Profitability-Loyalty Matrix for segmenting customer types
•  Context Map for understanding external factors affecting customer experience
•  ADKAR Change Model for managing organizational change

Topic FAQ

What are common frameworks used in customer experience management?

Common frameworks include human-centered and strategic tools for mapping, metrics, and change: Five Phases of Design Thinking, Business Model Canvas, Customer Journey Mapping, Empathy Map, Kano Model, NPS, RATER, SERVQUAL, ADKAR, Kotter’s Eight Phases, and McKinsey’s 7S, with examples like the Five Phases of Design Thinking and NPS.

How do I build a customer journey map for my product?

Build a journey map by visualizing customer actions, touchpoints, emotions, and pain points across stages, then use templates to populate data and identify improvement opportunities; the deck provides a Customer Journey Map template to capture interactions and touchpoints.

Which metrics and models measure service quality and customer loyalty?

Service quality and loyalty are commonly measured with Net Promoter Score (NPS) for loyalty, SERVQUAL and RATER for service quality, and matrices like Profitability-Loyalty or Apostle models to segment customers, for example using NPS and SERVQUAL.

What are the typical steps in an effective service recovery process?

A commonly referenced five-step service recovery process is Acknowledge, Apologize, Accept, Adjust, and Assure; using a structured sequence like this helps standardize complaint handling and the deck includes a Service Recovery process template outlining those 5 steps.

What should I look for when buying a CX framework deck for workshops and training?

Look for slide count and breadth of frameworks, practical templates for journey mapping and empathy mapping, metrics tools (NPS, SERVQUAL), and change models (ADKAR, Kotter). A useful reference set includes multiple templates and models—for example, Flevy’s Customer Experience (CX) Management Models lists 30 frameworks across 148 slides.

How much time should I plan for a CX strategy workshop using a template deck?

Time depends on scope,, but sample agendas in the deck include a 90-minute Customer Experience Strategy Workshop for journey mapping and empathy activities, and a 60-minute Service Recovery Training Session for process and role-play practice, with a 90-minute example provided in the materials.

I need to align CX initiatives with our business model—what frameworks help with that?

Use the Business Model Canvas to align customer segments and value propositions with CX initiatives, and complement it with Opportunity Maps, Profitability-Loyalty Matrix, and McKinsey’s 7S to link operational and strategic elements; Flevy’s Customer Experience (CX) Management Models includes a Business Model Canvas template.

How can I manage organizational change when rolling out CX improvements?

Structured change approaches include Prosci’s ADKAR model for individual adoption and Kotter’s Eight Phases for organizational change; combine these with McKinsey’s 7S to align systems and structure—ADKAR and Kotter’s Eight Phases of Change are provided in the deck.

Document FAQ
These are questions addressed within this presentation.

What is the purpose of the Customer Journey Map?
The Customer Journey Map visualizes the customer experience, helping organizations identify touchpoints and areas for improvement.

How can I implement the NPS in my organization?
NPS can be implemented by surveying customers on their likelihood to recommend your brand, then calculating the score based on their responses.

What is the significance of the Kano Model?
The Kano Model helps organizations understand customer requirements and their impact on satisfaction, categorizing needs into basic, performance, and excitement factors.

How do I customize the templates provided in this deck?
Templates can be customized by inserting specific organizational data, adjusting terminology, and aligning with your unique customer experience strategy.

What are the Five Steps of Service Recovery?
The Five Steps include Acknowledge, Apologize, Accept, Adjust, and Assure, providing a structured approach to resolving customer issues.

How does the ADKAR Change Model support change management?
ADKAR provides a framework for managing individual change, focusing on Awareness, Desire, Knowledge, Ability, and Reinforcement to ensure successful transitions.

What is the role of the RATER Model?
The RATER Model assesses service quality across 5 dimensions: Reliability, Assurance, Tangibles, Empathy, and Responsiveness, helping organizations identify areas for improvement.

How can I use the Business Model Canvas effectively?
The Business Model Canvas can be used to align business strategies with customer needs, ensuring that all components of the business model are interconnected and focused on delivering value.

Glossary
•  Customer Experience Management (CEM) - Strategies and practices aimed at enhancing customer satisfaction and loyalty.
•  Net Promoter Score (NPS) - A metric used to gauge customer loyalty based on their likelihood to recommend a brand.
•  Empathy Map - A tool for understanding customer needs and insights.
•  Customer Journey Mapping - A visual representation of the customer experience across various touchpoints.
•  Kano Model - A framework for categorizing customer preferences and their impact on satisfaction.
•  RATER Model - A model for assessing service quality performance across 5 dimensions.
•  ADKAR Model - A change management framework focusing on Awareness, Desire, Knowledge, Ability, and Reinforcement.
•  Business Model Canvas - A strategic management tool outlining key components of a business model.
•  Service Recovery - The process of addressing and resolving customer complaints to restore satisfaction.
•  Importance-Performance Matrix - A tool for prioritizing service attributes based on their importance to customers.
•  Profitability-Loyalty Matrix - A framework for segmenting customers based on their profitability and loyalty.
•  Context Map - A tool for understanding external factors affecting customer experience.

Source: Best Practices in Business Framework PowerPoint Diagrams, Customer Experience PowerPoint Slides: Customer Experience (CX) Management Models PowerPoint (PPTX) Presentation Slide Deck, Operational Excellence Consulting