Customer Experience Management Models

File Type: PowerPoint (pptx); 4:3 Aspect Ratio


File Size: 2.2 MB


Number of Slides: 144


Terms of Usage

Powerpoint Frameworks/Models:

Customer Experience Management Models


This presentation is a collection of PowerPoint diagrams and templates used to convey 30 different Customer Experience Management frameworks and models.


Frameworks/Models include the following:


  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

  26. Kotter’s Eight Phases of Change

  27. McKinsey’s 7S Framework

  28. COPC-2000

  29. Baldrige Excellence Model

  30. EFQM Excellence Model