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Customer Experience Management

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Customer Experience Management

  1. 1. CUSTOMER TOUCH POINTS BY TEAM: “GO GETTERS” HARSH,NIKHIL,ABHISHEK HUSAIN,PRADEEP & ZEESHAN
  2. 2. CUSTOMERS TOUCH POINT & MAPPING Which specific interaction occurs at which point. Which process supports that touch point. People that support the touch points. Who the customer interacts with. Pain points of the touch points. What would be an ideal customer experience.
  3. 3. TOUCH POINT MAPPING
  4. 4. TOUCH POINTS & MAPPING TARGET AQUIRE ONBOARD SERVE GROW RETAIN
  5. 5. IDENTIFYING TARGETING MARKETING PROCESS PLANNING INFORMATION
  6. 6. VAS BY AGA Web Ex Classes Gramdarshan Management Games IIM Indore Field Visits
  7. 7. CUSTOMER EXPERIENCE Delivering the best quality Gathering right information tools Rating on basis of performance Employee experience
  8. 8. RETHINKING MARKETING From product approach to services. From product profitability to customer profitability. Proper interaction of departments for better flow of information.
  9. 9. CUSTOMER - CENTRICITY CUSTOMER PROFITABILITY. CUSTOMER SEGMENTATION. VALUE PROPOSITIONS. EDUCATED, EMPOWERED & ENGAGED CUSTOMER INTERFACE.
  10. 10. SUGGESTIONQuiz Program after every 1 month.Need for a receptionist.Feedback from individual faculty on one to one basis.
  11. 11. THANK YOU ZEESHANNIKHIL HARSH HUSAIN PRADEEP ABHISHEK GO GETTER’S

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