Comprehensive Customer Experience Strategy Overview PPT
This PPT slide, part of the 56-slide Customer Experience Strategy - Template and Guide PowerPoint presentation, presents a comprehensive Customer Experience Strategy Canvas for a hypothetical company, Furnco. It is structured into 3 primary sections: Pre-Sales, Business, and Post-Sales, each detailing specific goals, channels, customer needs, key activities, and metrics.
In the Pre-Sales section, the focus is on establishing effective channels to engage potential customers. Various channels such as online platforms, social media, and retail stores are highlighted. The goals here include helping customers find reputable retailers and comparing different models, emphasizing the importance of quality and reasonable pricing.
The Business section centers on understanding customer needs and identifying target demographics. It outlines who the customers are—specifically households seeking quality furniture—and their specific needs, such as easy delivery and assistance with layout. This section also details the channels through which customers can engage with the company, including email and live chat, ensuring that communication is streamlined.
Post-Sales focuses on retention and customer satisfaction. It emphasizes the importance of effective communication regarding delivery and returns, which are crucial moments that matter in the customer journey. Key activities like delivering products and managing customer interactions are outlined, along with a retention plan aimed at fostering loyalty.
Metrics are included to measure success, such as Customer Effort Score (CES) and Net Promoter Score (NPS), which provide insights into customer satisfaction and engagement. The slide effectively illustrates how a structured approach to customer experience can enhance alignment across various business functions, ultimately driving loyalty and satisfaction.
This slide is part of the Customer Experience Strategy - Template and Guide PowerPoint presentation.
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Customer Experience Customer Satisfaction Customer Journey Net Promoter Score Effective Communication Sales
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