


File Type:
Aspect Ratio: 4:3 Standard Screen
File Size: 2.4 MB
Number of Slides: 148
Powerpoint Frameworks/Models:
Customer Experience Management Models
Description
This presentation is a collection of PowerPoint diagrams and templates used to convey 30 different Customer Experience Management frameworks and models. (Please note that these are diagrams and charts that are to be used in your own business or classroom presentations. These are not instructional slides.)
Included Frameworks/Models:
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Five Phases of Design Thinking
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Business Model Canvas
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Customer Journey Mapping
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Empathy Map
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Point of View (POV)
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Four Moments of Truth
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Net Promoter Score (NPS)
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6P’s of Marketing Mix
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Keller’s Customer-Based Brand Equity Model
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Kano Model
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Kaufman’s Six Levels of Customer Service
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Ladder of Loyalty
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Apostle Model (Satisfaction-Loyalty Matrix)
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Importance-Performance Matrix
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Profitability-Loyalty Matrix
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Opportunity Map
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Context Map
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Prioritization Map
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RATER Model
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SERVQUAL Model
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Five Steps of Service Recovery
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The International Standard for Service Excellence (TISSE2012)
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Xerox Benchmarking Methodology
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Root Cause Analysis
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ADKAR Model for Individual Change
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Kotter’s Eight Phases of Change
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McKinsey’s 7-S Framework
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COPC CX Standard for VMOs, Rel. 6.1
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Baldrige Excellence Model
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EFQM Excellence Model
This presentation includes frameworks and models covering Stanford Design School's Five Modes of Design Thinking, Strategyzer's Business Model Canvas, Xplane's Empathy Map, The Kano Model, McKinsey's 7-S Framework, Fred Reichheld's Net Promoter Score, Christopher, Payne and Ballantyne's 6Ps of Marketing, Kevin Lane Keller's Brand Equity Model, Ron Kaufman's Six Levels of Customer Service, Christopher, Payne & Ballantyne's Ladder of Loyalty, Jones & Sasser's Apostle Model, Reinartz & Kumar's Profitability-Loyalty Matrix, Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry's SERVQUAL Model, The International Customer Service Institute's 5P's Service Quality Model, Robert C. Camp's Benchmarking Model, Prosci's ADKAR Change Model, and John Kotter's Eight Step Change Model.
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