Customer Experience Transformation: Customer Care   22-slide PPT PowerPoint presentation slide deck (PPT)
$29.00

Customer Experience Transformation: Customer Care (22-slide PPT PowerPoint presentation slide deck (PPT)) Preview Image
Customer Experience Transformation: Customer Care (22-slide PPT PowerPoint presentation slide deck (PPT)) Preview Image
Customer Experience Transformation: Customer Care (22-slide PPT PowerPoint presentation slide deck (PPT)) Preview Image
Customer Experience Transformation: Customer Care (22-slide PPT PowerPoint presentation slide deck (PPT)) Preview Image
Customer Experience Transformation: Customer Care (22-slide PPT PowerPoint presentation slide deck (PPT)) Preview Image
Customer Experience Transformation: Customer Care (22-slide PPT PowerPoint presentation slide deck (PPT)) Preview Image
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Customer Experience Transformation: Customer Care (22-slide PPT PowerPoint presentation slide deck (PPT)) Preview Image
Customer Experience Transformation: Customer Care (22-slide PPT PowerPoint presentation slide deck (PPT)) Preview Image
Customer Experience Transformation: Customer Care (22-slide PPT PowerPoint presentation slide deck (PPT)) Preview Image
Customer Experience Transformation: Customer Care (22-slide PPT PowerPoint presentation slide deck (PPT)) Preview Image
Customer Experience Transformation: Customer Care (22-slide PPT PowerPoint presentation slide deck (PPT)) Preview Image
Customer Experience Transformation: Customer Care (22-slide PPT PowerPoint presentation slide deck (PPT)) Preview Image
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Customer Experience Transformation: Customer Care (PowerPoint PPT Slide Deck)

PowerPoint (PPT) 22 Slides FlevyPro Document

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This framework is developed by a team of former McKinsey and Big 4 consultants. The presentation follows the headline-body-bumper slide format used by global consulting firms.
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This product (Customer Experience Transformation: Customer Care) is a 22-slide PPT PowerPoint presentation slide deck (PPT), which you can download immediately upon purchase.

Designing an excellent Customer Journey is critical to a Customer Experience Transformation. Our company must undertake an end-to-end redesigning of our Customer Journey to transform Customer Care experience. Customer Experience Transformation has taken an omnichannel approach with each unit in our organization contributing to a seamless Customer Service.

In developing the Customer Journey, Customer Care plays a critical part. In this presentation, we discuss the various barriers, challenges, and benefits of excellence in Customer Care.

We also have several slides breaking down an illustrative, 5-step Customer Journey. In this journey, we depict the path our customer takes from initial interest to conversion. It specifies the customer interaction and functional ownership at each step.

Each insight and understanding derived from Customer Journeys should be translated into new ways of improving Customer Experience. There are 3 insight areas in adapting operations to enhance Customer Service:

1. Overcome organizational barriers
2. Understand each touch point with context
3. Identify universal pain points and develop solutions

Other topics discussed include Customer Satisfaction Pyramid Model, Six Hallmarks of a Customer Service Transformation, Customer Experience Performance, and among others.

This deck also includes slide templates for you to use in your own business presentations.

Customer Care is evolving from a transactional call center to a strategic function integral to Customer Satisfaction. This PPT explores how Customer Care must adapt to the changing business dynamics, addressing barriers and challenges that hinder effective transformation. It emphasizes the importance of mapping Customer Journeys, identifying pain points, and leveraging Customer Care to drive collaboration across functions.

The presentation also includes a detailed breakdown of the "I Join" Customer Journey, illustrating the steps from initial interest to conversion, and highlights the Six Hallmarks of a Customer Service Transformation. With templates and actionable insights, this deck is a comprehensive resource for executives aiming to enhance their Customer Experience strategy.

Got a question about the product? Email us at flevypro@flevy.com.

Source: Best Practices in Customer Experience, Customer Journey PowerPoint Slides: Customer Experience Transformation: Customer Care PowerPoint (PPT) Presentation Slide Deck, LearnPPT Consulting

PPT SLIDE DEEP DIVES

Enhancing Customer Experience through Care Ownership

Enhancing Customer Experience through Care Ownership

This PPT slide outlines the critical role of Customer Care in enhancing the customer experience across various service journeys. It emphasizes 3 key areas where Customer Care can drive transformation.

First, the slide highlights "Ownership of Customer Journeys." This section indicates that Customer Care is inherently positioned to manage numerous service-focused customer interactions. It controls various touchpoints across primary channels, which allows it to influence the strategic direction of other departments, including sales, marketing, and product development. This ownership is crucial for ensuring a cohesive customer experience.

Next, the "Execution of CX Improvement Measures" section discusses how Customer Care responds to challenges in the customer experience. When issues arise, it takes proactive steps to enhance the experience, whether by addressing specific journeys or applying improvements across multiple touchpoints. This flexibility is vital for maintaining a high standard of service and ensuring customer satisfaction.

Lastly, the slide addresses the need to "Catalyze CX Performance Improvement." Here, Customer Care's ability to compile a comprehensive view of the customer experience is emphasized. By identifying various touchpoints and channels within a given journey, Customer Care can effectively manage and optimize the overall experience from the customer's perspective.

Overall, the slide conveys that customer transformation is significantly advanced when Customer Care embraces its responsibilities. This focus on ownership, execution, and performance improvement positions Customer Care as a pivotal player in driving customer satisfaction and loyalty.

Optimizing the I-Join Customer Experience Pathway

Six Essential Hallmarks of Customer Service Transformation

Transforming Customer Care: Barriers and Challenges

Guiding Principles for Customer Experience Transformation


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This framework is developed by a team of former McKinsey and Big 4 consultants. The presentation follows the headline-body-bumper slide format used by global consulting firms.
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