{
  "docId": "019dd923-5de0-76bd-a165-71567cf8fe65",
  "docSlug": "e63081bc86fc0740",
  "documentTitle": "Simple & Digital Customer Experience Model",
  "authorId": "misc",
  "authorName": "Bain",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "landscape",
  "aspectRatio": 1.777,
  "pageNumber": 5,
  "pageCount": 16,
  "prevPage": 4,
  "nextPage": 6,
  "slideType": "data_table",
  "function": "quantify_impact",
  "density": "dense",
  "nDataPoints": 47,
  "notes": "The slide uses Bain's 'Elements of Value' framework to correlate customer perception with loyalty metrics.",
  "elementsJson": [
    "headline_text",
    "scatter_plot",
    "bar_chart_vertical",
    "footnote"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5de0-76bd-a165-71567cf8fe65/5",
  "deckHref": "/decks/019dd923-5de0-76bd-a165-71567cf8fe65",
  "deckJsonHref": "/decks/019dd923-5de0-76bd-a165-71567cf8fe65.json",
  "deckAnchorHref": "/decks/019dd923-5de0-76bd-a165-71567cf8fe65#slide-5",
  "components": [
    {
      "bbox": null,
      "kind": "callout",
      "text": "MORE HIGH VALUE ELEMENTS CORRELATES WITH HIGHER NPS",
      "attrs": null,
      "subkind": null,
      "toolName": "Visual emphasis",
      "toolSlug": "visual-emphasis",
      "confidence": null,
      "componentId": "019dd951-f95c-723d-8f23-a87c32a16784",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.6,
        "w": 0.4,
        "x": 0.55,
        "y": 0.2
      },
      "kind": "chart",
      "text": "MORE HIGH VALUE ELEMENTS CORRELATES WITH HIGHER NPS",
      "attrs": null,
      "subkind": "bar-vertical",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "82db8eac-5507-412b-8ab9-f9792272face",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.6,
        "w": 0.45,
        "x": 0.05,
        "y": 0.2
      },
      "kind": "chart",
      "text": "COMPANIES DELIVERING HIGHER VALUE HAVE A HIGHER NPS",
      "attrs": null,
      "subkind": "scatter",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "c7fd20ab-c954-4f46-aa7e-ccda73761cc0",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.1,
        "w": 0.9,
        "x": 0.05,
        "y": 0.85
      },
      "kind": "disclaimer",
      "text": "Note: High value space is the percentage of element scores ≥ 8 across elements in each company; High value elements are elements where majority of respondents gave scores ≥8. Source: Bain Elements of Value survey, Oct. 2015, N=8,014 tested 12 industries and 47 companies",
      "attrs": null,
      "subkind": null,
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "fcf01247-8891-457e-ba73-3886f455a632",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "metric",
      "text": "NPS: 58",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd951-f95c-723d-8f23-acc97b01b03b",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.1,
        "w": 0.9,
        "x": 0.05,
        "y": 0.05
      },
      "kind": "title",
      "text": "Companies that score highly on multiple Elements of Value have higher NPS",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "805e2c19-d48e-481a-996f-e15185b39fa6",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [],
  "tools": [],
  "frameworks": [
    {
      "name": "Elements of Value",
      "slug": null,
      "matchId": "52e7eda5-c0ef-429e-852e-2ec0cda719c6",
      "evidence": "Bain Elements of Value survey",
      "confidence": 1
    }
  ],
  "arcBeats": [
    {
      "to": 5,
      "from": 3,
      "beatId": "3c8c0d4d-44c4-4991-abe7-cb8c1d0b5ed7",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Problem & Complication",
      "beatSlug": "consultants-gambit-problem-complication",
      "evidence": "The deck explains the challenges of creating a customer-centric culture and the need for a comprehensive toolkit.",
      "position": 1,
      "confidence": 0.8,
      "parentBeatName": "Complication",
      "parentBeatSlug": "complication"
    },
    {
      "to": 9,
      "from": 5,
      "beatId": "98e6939e-5d47-41e9-a4be-633efc2fd9e8",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Evidence & Proof",
      "beatSlug": "consultants-gambit-evidence-proof",
      "evidence": "The deck provides data and research to support the effectiveness of the Net Promoter System.",
      "position": 2,
      "confidence": 0.8,
      "parentBeatName": "Evidence",
      "parentBeatSlug": "evidence"
    }
  ],
  "loops": [
    {
      "to": 9,
      "from": 3,
      "name": "Golden Circle",
      "slug": "11-golden-circle",
      "bestFor": "Visionary leadership, brand positioning, mission statements",
      "matchId": "b8197ac1-b030-4580-b155-20a438b3926c",
      "evidence": "The deck explains the benefits of a customer-centric culture and provides evidence to support its effectiveness.",
      "position": 0,
      "objective": "What is the importance of a customer-centric culture?",
      "structure": "The Why (Belief) -> The How (Process) -> The What (Result)",
      "confidence": 0.7,
      "description": "Invert the typical pitch by starting with why you exist, rather than what you do"
    },
    {
      "to": 5,
      "from": 3,
      "name": "Mece Breakdown",
      "slug": "40-mece-breakdown",
      "bestFor": "Problem structuring, ensuring completeness, strategic analysis",
      "matchId": "712fff95-1e0d-4f04-8ea5-0b3f04e8f9c7",
      "evidence": "The deck breaks down the customer experience into components and explains the Integrated Customer Experience Toolkit.",
      "position": 1,
      "objective": "How can companies create a comprehensive customer experience model?",
      "structure": "The Whole -> Category A (distinct) -> Category B (distinct) -> Category C (distinct) -> Complete Coverage",
      "confidence": 0.6,
      "description": "Divide a complex topic into mutually exclusive, collectively exhaustive categories"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}