Customer Empathy
The ability to understand and share the feelings of customers, crucial for creating user-centered designs and experiences.
142 topics found for
“customer satisfaction”
MoT
Moment of Truth (MoT) refers to any instance where a customer interacts with a brand, product, or service in a way that leaves a significant impression.
CRM
Customer Relationship Management (CRM) is a strategy for managing an organization's relationships and interactions with current and potential customers.
Kano Model
A framework for prioritizing product features based on their impact on customer satisfaction, classifying features into categories such as basic, performance, and delight.
Churn
The rate at which customers stop using a product or service, often used as a metric to measure customer retention.
Self Service Portal
A web-based interface that allows customers to find information and perform tasks without needing assistance from a customer service representative.
Cross-Selling
The practice of selling additional products or services to an existing customer.
Churn Rate
The percentage of customers who stop using a product or service during a specific time period.
Relationship Intelligence
The use of data and insights to understand and manage relationships with customers and prospects.