Customer Experience Process Powerpoint Presentation Slides
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The document outlines a comprehensive strategy for improving customer experience through a clear vision, emotional connections, and aligning business processes. It emphasizes the importance of understanding customer needs, utilizing real-time feedback, and employing advanced technologies like AI to enhance engagement and satisfaction. A customer experience platform with defined metrics and channels is proposed to drive effective communication and optimize processes for better business outcomes.
Customer Experience Process Powerpoint Presentation Slides
- 2. C o n t e n t Create a clear Customer Experience Vision Determine What Consumers Want? Create an emotional connection with your customers Align Business Processes with Customer Experience Formulating a Customer Experience Platform Real Time Customer Feedback Customer Experience Dashboard 2
- 3. Create a clear Customer Experience Vision Target Group › Which market or market segment does the product address? › Who are the target customers and users? Needs › Which problem does the product solve? › What benefit does it provide? Product › What product is it? › What makes it stand out? › Is it feasible to develop the product? Business Goals › How is the product going to benefit the company? › What are the business goals? Competitors › Who are your main competitors? › What are their strengths and weaknesses? Revenue Streams › How can you monetise your product and generate revenues? Cost Factors › What are the main cost factors to develop, market, sell and service the product? Channels › How will you market and sell your product? › Do the channels exist today? V I S I O N › What is your purpose for creating the product? › What positive change should it bring about? 3
- 4. 4 › Analyze carefully the need of customers › Focus towards providing personalized experiences Individualism › Effective omni-channel services ensure the propensity to buy products and services › Add text here Omni-channel › Here in customers are guided through their buying journey using the insights gained from analytics › Add text here Guided Selling › Advanced Artificial Intelligence systems imitate the decision-making ability of human beings to provide proactive, actionable responses to each customer and empower customer care teams Artificial Intelligence › Key insights from Big Data combined with AI offer brands an opportunity to communicate more effectively with customers in real-time Transparent, real-time communication Determine What Consumers Want? This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 5. Identity › Creating an aspirational image that resonates deeply with consumers › Customers identify as a group and feel the brand represents them Fulfillment › Meeting a customer’s need beyond their expectations › This positions your brand as one that over delivers Enhancement › Helping customers become better, smarter and more capable through using your brand › This reinforces your brand reputation and makes consumers even more connected to your brand Nostalgia › Evoking the memories customers have of your brand is a sure way to make the connection deeper › This is particularly effective if a brand had been part of a customer's childhood › Creating a relationship around fun and gratifying experiences › Consider your to-do activities in your moments of bliss and reflect on the brands you interact with Indulgence Create an Emotional Connection with your Customers 5 Here listed are a few ways to emotionally connect with customers: This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 6. Align Business Process with Customer Experience 2 Set the baseline › Make sure the customer agrees that this is the current process. › No point in improving the process if the customer does not know anything about it 4 Execute to a specific requirement set › Any change to the requirement set, must go through change management and be accepted by the customer. › This is to mitigate the risk of more unexpected changes to the customer experience Focus on the goal for process improvement › If it is not clearly articulated, guide your customer through the process of identifying it 1 Gather requirements › If new stakeholders are identified, expand your customer list. If explicitly excluding a customer, document the reason why › Identify possible customer impact › Check that all the requirements are cohesive, and none detract from the process improvement goal › Call out a comprehensive list of changes to your customer’s experience 3 6
- 7. Formulating a Customer Experience Platform 7 Layer Qualitative Metrics Quantified Metrics Financial implication Customer Profile › Brand Affinity › Brand Recall › Email open rate, Click through rate › Email to visit to conversation ratio’s › Promotional discounts availed › Improved Promotional Spend Effectiveness › Lower Customer Acquisition Cost Customer Engagement › Product Affinity › Service Affinity › “Solutions to my problems” › Time spent on the website › Search to purchase ratio › Social sharing › Chats initiated, Video’s watched, Ratings & Reviews Provided › Coupons downloaded/ availed › Funnel Analysis › Reduced Campaign Spend › Improved Campaign Effectiveness › Improved return on Engagement $’s Transaction › Buying Experience › Availability › Price Competiveness › Rate of Cart Abandonment › Time spent on Checkout Process › Average Order Value › Number of Transactions per year › Upsell / Cross sell effectiveness › Increased Average Purchase Value Per User, › Reduced Cost per Incremental Sale, Increased Frequency of Purchase Order Orchestration › Efficient Operations › Order Error Rates › % of Orders with on time delivery, failed delivery › Returns/exchange rates › In stock Inventory › % of Back Orders › % of orders with shipping discounts › Reduced cost per order delivered, Reduced cost of warranty support › Reduced expedited shipping costs Customer Relationship & Advocacy › Loyalty › Advocacy › Customer Lifetime Value › Lifetime Customer Value › Loyalty Signup › Repeat visit, repeat purchase › Customer referrals › CSAT ratings › Social Media Sentiment Analysis › Reduced Churn › Enhanced repeat purchase value, volume and velocity › Lower customer acquisition cost due to referrals, › Positive Word of Mouth Publicity This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 8. Very Good Good Fair Poor Very Poor How would you rate your overall experience with our service? How satisfied are you with the comprehensiveness of our offer? How would you rate our prices? How satisfied are you with the timeliness of order delivery? How satisfied are you with the customer support? Real Time Customer Feedback 8 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 9. Customer Experience Dashboard 9 Poor Mediocre Good Very good Customers who are likely to.. 16% 10% 33% 40% Customer’s ease of use 25% 8% 26% 41% Customer’s positive emotional response 11% 9% 38% 42% Customer’s completion of interactions 15% 25% 10% 45% 32% Try new products and Services Forgive company after a mistake Trust Company Recommended Company Purchase more from Company 50% 85% 55% 35% 74% Delighted Upset This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
- 10. Customer Experience Process Icons Slide 10
- 12. 12 Our Team This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Designation Name Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Designation Name Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Designation Name Here
- 13. About Our Company 13 Preferred by Many This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Target Audiences This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Value Clients This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 14. Financial 14 45% Euro This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 85% Dollar This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 30% Pound This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 15. Our Goal 15 Goal 01 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Goal 02 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Goal 03 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 16. Post it Notes 16 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 17. Timeline 17 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention Start Finish 2017 2018 2019 2020
- 18. Thank You 18 Address # street number, city, state Contact Numbers 0123456789 Email Address emailaddress123@gmail.com