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   Customer Promise – List Diagram Sample Slide
                    Innovation
                1   Write your chapter title here... Write your chapter title here...
                    2   Convenience 
                        Write your chapter title here... Write your chapter title here...
   Our               3   Consistency
   Promises              Write your chapter title here... Write your chapter title here...
                    4   Quality
                        Write your chapter title here... Write your chapter title here... 
                5   Affordability
                    Write your chapter title here... Write your chapter title here...
    Customer Journey from Clients and Company Perspective
    Horizontal Funnel Diagram Sample Slide
                                                  Company’s goals
         Client’s goals              ss
                                   ene
                                  ar                 Traffic
                                 w
                                A
             Solution
                                      n
                                     tio
                                    a
                                    r
                                  ide                Leads
                               Cons
              Value
                                     n
                                    o
                                   si
                                  ci                 Sales
                                 De
             Access
                                    on
                                    ti
                                  en                 Retain
                                  t
                                 e
                                R
            Repetition
                                     cy
                                    a
                                   oc               Referrals
                                  v
                                Ad
             Sharing
         Customer Experience Dashboard                                                                                  Those are editable Excel Charts
         Desired and Actual Data – Sample Gauge Charts                                                                  To edit values, firstly select one chart by double 
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                   Your Metric #1 here…                           Your Metric #2 here…                           Your Metric #3 here…
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               • Add an item description                      • Add an item description                     • Add an item description
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               • Add an item description                      • Add an item description                     • Add an item description
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               • Add an item description                      • Add an item description                     • Add an item description
         Net Promoter Score Categories Description Sample Slide
                    Promoters (9-10)                                      Passives (7-8)                                    Detractors (0-6)
               • Loyal, enthusiastic fans who                     • Somewhat satisfied but could easily               • Unhappy customers
                 recommend the brand to friends                      switch to a competitor’s offering if             • Account for more than 80% of 
                 and colleagues                                      given the opportunity                              negative word of mouth
               • Far more likely than others to                   • Wouldn’t spread any negative word-                • Their criticisms and bad attitudes 
                 remain customers and to increase                    of-mouth, but are not enthusiastic                 diminish a company’s reputation, 
                 their purchases over time                           enough about the brand                             discourage new customers and 
               • Account for more than 80% of                     • Their repurchase and referral rates                 demotivate employees
                 referrals                                           are as much as 50% lower than                    • add your explanation…
               • add your explanation…                               those of promoters 
                      10            9           8           7            6           5           4            3           2           1            0