Insert headline

10 Elements of Customer Delight – TEMPLATE

Empathy Execution

Expecta- Engine-
tion ering

CUSTOMER- PROVIDER-
CENTRIC Emotion
CUSTOMER CENTRIC
Economics
ELEMENTS DELIGHT ELEMENTS

Elegance Experi-
mentation

Engage- Equiva-
ment lence

Source material: Service Design and Delivery

https://flevy.com/browse/flevypro/service-design-and-delivery-2758
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10 Elements of Customer Delight – TEMPLATE ALTERNATE
Empathy Execution

Expecta- Engine-
tion ering
 Filler text, filler text, filler text,
filler text
 Filler text, filler text, filler text,
Emotion CUSTOMER Economics
filler text

DELIGHT  Filler text, filler text, filler text,

filler text
 Filler text, filler text, filler text,
filler text
Elegance Experi-
mentation

Customer-centric
Elements Engage- Equiva-
ment lence
Provider-centric Elements

Source material: Service Design and Delivery

https://flevy.com/browse/flevypro/service-design-and-delivery-2758
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3 Strategy Horizons – TEMPLATE
SHORT TERM HORIZON MEDIUM TERM HORIZON LONG TERM HORIZON

1 year 3-5 years 5+ years

time

Source material: Best Practices in Strategic Planning

https://flevy.com/browse/flevypro/best-practices-in-strategic-planning-2738