This PPT slide, part of the 91-slide Services Growth & Effectiveness Strategy PowerPoint presentation, outlines a structured approach to conducting internal data gathering and developing hypotheses, specifically within the context of the Customer Experience Lifecycle. It emphasizes the importance of reviewing internal data collected by the client, which serves as the foundation for understanding customer interactions and satisfaction.

The central focus is the Customer Experience Lifecycle, illustrated as a circular diagram that highlights various stages, including Searching, Choosing, Ordering, Implementing, Using, Supporting, and Learning. Each stage represents critical touchpoints where customer engagement occurs. This visualization aids in identifying where improvements can be made to enhance overall customer satisfaction.

Steps for execution are clearly delineated. First, reviewing the internal data helps in pinpointing major lifecycle stages and associated touchpoints. This step is crucial as it lays the groundwork for further analysis. The next step involves performing a high-level review of these touchpoints, which allows for a quick assessment of customer interactions.

Identifying which areas or customer segments have been well analyzed versus those needing further investigation is also highlighted. This differentiation is key for prioritizing efforts and resources. Lastly, interviewing management to understand their perceptions of customer needs adds a qualitative dimension to the analysis.

The slide concludes with a key consideration that emphasizes the value of internal data collection in revealing insights into critical focus areas for interviews. This structured approach not only aids in hypothesis development, but also aligns strategic initiatives with customer expectations. The insights gleaned from this process can significantly inform decision-making and strategy formulation.

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