Remember/ Awareness Arrangements Experience Review Remember/ - - PowerPoint PPT Presentation

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Remember/ Awareness Arrangements Experience Review Remember/ - - PowerPoint PPT Presentation

Feb 18, 2024 267 likes •639 views

Remember/ Awareness Arrangements Experience Review Remember/ Awareness Arrangements Experience retell IT and the Business The shake-up is the culmination of weeks of mounting pressure from customers, politicians and investors.

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Awareness Arrangements Experience Remember/ Review

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Awareness Arrangements Experience Remember/ retell

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“IT and the Business”

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“The shake-up is the culmination of weeks

  • f mounting pressure from customers,

politicians and investors. The company’s lackluster response has prompted customer outrage.”

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“…the Board has responsibility to Equifax’s customers, employees and suppliers… …all of whom are essential to a profitable business.”

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“The airline’s chief executive, Michael O’Leary, apologized to investors and passengers affected. The company blamed a ‘failure within its pilot rostering function’ for the cancellations. ‘This is a mess of our own making,’ said Mr. O’Leary.”

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For customers – fulfilling their needs in an honest and fair manner… …generating sales through…the ability to fulfil commitments.

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  • Better understand the direct customer experience
  • Identify and prioritize gaps, irritants, and opportunities for

improvement today

  • Support the continued awareness and development of

customer experience capabilities

  • Create more value for our customers AND our company
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CJM Scope Internal Assessments Draft Map & Validate Customer Validation Internal Review Launch the project and understand the conditions

  • f satisfaction.

Retain 3rd party assistance. Compile cross- functional views of journey, touchpoints, perceived customer assessments Develop the draft of the customer journey map based on the information gained in the internal interviews. Customer interviews to validate or challenge the internal view

  • f the journey

map directly with customers Present final report, with change

  • pportunities,

priority setting and next steps.

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McKinsey Quarterly, Feb. 2006

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McKinsey Quarterly, Feb. 2006

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The capabilities are more static… While apps and data can be very dynamic…or hang around for years! They drive how effectively we perform…how flexible we are…how efficient with our $...

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Edvard Munch

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https://www.mckinsey.com/business-functions/organization/our- insights/the-moment-of-truth-in-customer-service

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