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CUSTOMER SATISFACTION FRAMEWORKS

AIDA: a framework for improving marketing communications

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Customer Experience: a framework to ensure great customer experience and loyalty

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Customer Value Proposition: a framework for creating a compelling motive to purchase your product or service

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Golden Circle: a framework for inspiring people in a business

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KANO: a framework for identifying motivations behind buying products and services

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Maslow’s Hierarchy: a framework for helping a company differentiate their market positioning

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Pareto Principle - 80:20 rule: a framework for determining where effort is most justified

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Segmentation: a framework for using customer groups to gain competitive advantage

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Value Based Marketing: a framework for showing how to improve profitability by building more value into your products and services

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Benchmarking: a framework for setting targets for improving business and marketing KPIs

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Customer Journey Maps: a framework for assessing the current performance of marketing and sales processes

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EFQM Excellence Model: a framework for improving an organisation’s quality and performance

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Hooking Customers: a framework to attract customers for life

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Key Account Management: a framework for looking after your most important strategic customers

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Momentum Matrix: a framework that anticipates changes in customer experience satisfaction

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Personas: a framework for improving the focus of marketing messages

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Semiotics: a framework to manage and make marketing communications more effective

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Value Equivalence Line: a framework for how to manage price and product benefits in a business strategy

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Brand Audit: a framework for improving the strength of a brand

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Customer Lifetime Value: a framework for assessing the lifetime value of loyal customers

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Gap Analysis: a framework for improving areas of weakness in a company

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Importance/Performance Matrix: a framework that shows how to improve the effectiveness of marketing programs

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Kraljic Matrix: a framework for segmenting suppliers and customers

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Net Promoter Score: a framework for driving customer excellence

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SIMALTO: a framework for identifying the value which customer’s place on product or service improvements

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Servqual: a framework for aligning customer expectations and company performance

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