Structured Approach to Customer Experience Management PPT

This PPT slide, part of the 47-slide The Net Promoter Score (NPS) PowerPoint presentation, outlines a structured approach to managing customer experience through the Net Promoter Program. It delineates the customer journey into distinct stages: Research, Purchase, Delivery, Pay Bill, Usage, and Get Help. This segmentation allows organizations to identify key touchpoints where customer interaction occurs, facilitating targeted improvements.

Functional accountability is clearly defined, with various departments assigned specific roles throughout the journey. For instance, Website Marketing and Sales & Legal are positioned at the Research and Purchase stages, respectively. This alignment ensures that each department understands its contribution to the overall customer experience, promoting accountability and clarity in execution.

The slide emphasizes the importance of leadership roles, highlighting the Marketing Leader, Sales Leader, and Department Leaders across different functions. This hierarchical structure suggests a coordinated effort in managing customer interactions, with executive leadership overseeing the entire process. The Executive Leadership & Steering Team is positioned at the top, indicating their role in strategic oversight and direction.

Additionally, the Cross-Functional NPS Improvement Team is introduced, suggesting a collaborative effort across departments to enhance customer satisfaction. This team likely focuses on analyzing feedback and implementing changes based on customer insights, reinforcing a culture of continuous improvement.

The layout of the slide, with its clear delineation of roles and responsibilities, serves as a practical guide for organizations looking to enhance their customer experience management. The visual representation aids in understanding how various functions interconnect, ultimately driving a more cohesive approach to customer engagement.

This slide is part of the The Net Promoter Score (NPS) PowerPoint presentation.

Developed by a Senior Executive and Operational Excellence Coach with experience at organizations including NOKIA, MICROVENTION, and MAGELLAN, this presentation covers the Net-Promoter-Score (NPS) and 10 Deployment Best Practices.

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Customer Satisfaction Customer Loyalty Net Promoter Score Customer Experience Continuous Improvement Customer Journey Customer Insight Leadership Sales Feedback

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