Transforming Customer Engagement: From Linear to Cyclical PPT

This PPT slide, part of the 145-slide Digital Transformation Strategy PowerPoint presentation, illustrates a significant transformation in the customer experience and purchase process, driven by advancements in technology. The left side presents the traditional linear model, which consists of distinct stages: Discover, Consider, Evaluate, Purchase, and Use. This model implies a straightforward progression through these phases, lacking any feedback mechanism that could inform future decisions or enhance customer loyalty.

Contrastingly, the right side depicts the modern cyclical process. Here, the customer journey is not merely linear, but rather iterative, emphasizing the continuous nature of engagement. The phases include Discover/Consider, Evaluate, Purchase, and Experience, with a clear feedback loop that allows customers to cycle back to earlier stages. This shift indicates that after making a purchase, customers are encouraged to evaluate their experience, which can influence their future decisions and interactions with the brand.

The slide highlights that each phase is a battleground for companies aiming to secure customer loyalty and drive purchases. The modern approach recognizes that customer engagement doesn't end at the point of sale; instead, it encompasses ongoing experiences that can either reinforce or diminish loyalty. This understanding is crucial for businesses looking to adapt their marketing strategies and operational frameworks to align with contemporary consumer behavior.

The final note mentions that the presentation will explore 2 versions of this modern process, developed by leading consulting firms. This suggests a detailed examination of methodologies that can help organizations navigate the complexities of the modern customer journey effectively.

This slide is part of the Digital Transformation Strategy PowerPoint presentation.

This 100+ slide presentation is created by former McKinsey, BCG, Deloitte, EY, and Capgemini consultants. It provides a robust framework for formulating a Digital Transformation Strategy that drives both Growth & Cost Savings.

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Digital Transformation Customer Experience Business Transformation Cyber Security Digital Transformation Strategy Customer Loyalty Customer Journey Consumer Behavior Feedback

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