​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:

 

1. Five Phases of Design Thinking

2. Business Model Canvas

3. Customer Journey Mapping

4. Empathy Map

5. Point of View (POV)

6. Four Moments of Truth

7. Net Promoter Score (NPS)

8. 6P’s of Marketing Mix

9. Keller’s Customer-Based Brand Equity Model

10. Kano Model

11. Kaufman’s Six Levels of Customer Service

12. Ladder of Loyalty

13. Apostle Model (Satisfaction-Loyalty Matrix)

14. Importance-Performance Matrix

15. Profitability-Loyalty Matrix

16. Opportunity Map

17. Context Map

18. Prioritization Map

19. RATER Model

20. SERVQUAL Model

21. Five Steps of Service Recovery

22. The International Standard for Service Excellence (TISSE2012)

23. Xerox Benchmarking Methodology

24. Root Cause Analysis

25. ADKAR Model for Individual Change

26. Kotter’s Eight Phases of Change

27. McKinsey’s 7-S Framework

28. COPC CX Standard for VMOs, Rel. 6.1

29. Baldrige Excellence Model

30. EFQM Excellence Model

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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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You may also be interested in the following related documents (sold separately):

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1. Design Thinking Workshop Guide

2. Design Thinking Project Template

3. Design Thinking Frameworks

4. Design Thinking Frameworks Reference Guide

5. Design Thinking: Warm-Up Games

6. Customer Journey Mapping

7. Value Proposition Canvas

8. Business Model Canvas

9. Service Design

10. Digital Transformation: People, Organization & Change

11. Digital Transformation: Step-by-step Implementation Guide

12. Digital Customer Service

13. Management System for Lean Leaders

14. Change Management

15. Leadership & Motivation Theories