Performance Management for Mobile Customer Experience KPIs PPT

This PPT slide, part of the 26-slide Mobile Customer Journey and Experience Design PowerPoint presentation, outlines the critical phase of developing a Performance Management model specifically tailored for measuring and optimizing Key Performance Indicators (KPIs) related to Mobile Customer Experience. It emphasizes the importance of defining intended customer responses and desired outcomes at each stage of the Mobile Customer Journey. This structured approach allows for the creation of relevant KPIs that track progress and enhance engagement at every touchpoint.

Key business outcomes highlighted include Customer Acquisition, Customer Retention, and Customer Efficiency. These outcomes are essential metrics that organizations should focus on to gauge the effectiveness of their mobile strategies. The slide also suggests considering negative metrics that reflect the consequences of neglecting mobile experiences. These include Negative Customer Sentiment, Sales Loss, and Reduced Customer Lifetime Value (LTV). Such insights are crucial for understanding the broader implications of mobile strategy decisions.

The content stresses that mobile initiatives should align with overarching corporate strategies, particularly the Digital Transformation Strategy. This alignment ensures that mobile efforts are not isolated, but integrated into the larger business objectives, enhancing overall effectiveness. The slide serves as a guide for organizations looking to refine their mobile customer experience by establishing a robust framework for measurement and optimization. It encourages a proactive stance on both positive and negative outcomes, providing a comprehensive view of the mobile experience's impact on the business.

This slide is part of the Mobile Customer Journey and Experience Design PowerPoint presentation.

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Digital Transformation Customer Experience Mobile Strategy Customer Decision Journey Performance Management Digital Transformation Strategy Customer Journey Key Performance Indicators Customer Retention Sales KPI

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