360-Degree Customer View
A comprehensive view of a customer that includes data from all interactions and touchpoints across the customer journey. Crucial for delivering personalized experiences and improving customer satisfaction.
24 topics found for:
“customer touchpoints”
CEM
Customer Experience Management (CEM) is the process of managing and improving the interactions and experiences customers have with a brand across all touchpoints. This process is essential for building strong customer relationships and enhancing brand loyalty.
Customer Journey
The complete set of experiences that customers go through when interacting with a company, from initial contact to post-purchase. Essential for understanding and optimizing each touchpoint in the customer lifecycle.
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. Crucial for identifying key touchpoints in the customer journey and optimizing them to enhance overall user experience and brand perception.
CX
Customer Experience (CX) is the overall perception and feeling a customer has when interacting with a company, its products, or services. Crucial for ensuring positive interactions with a company, driving loyalty and satisfaction.
Customer Conversion
The process of turning potential customers into paying customers, often measured by the conversion rate. Essential for understanding and optimizing the customer journey.
Brand Touchpoint
Any interaction or communication between a brand and its audience. Important for managing and optimizing all points of contact to ensure a positive brand experience.
CSAT
CSAT (Customer Satisfaction) measures how products or services provided by a company meet or exceed customer expectations. Essential for understanding customer needs and improving product offerings.
NPS
Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction based on their likelihood to recommend a product or service to others. Crucial for gauging overall customer sentiment and predicting business growth through customer advocacy.
First Touch
The initial interaction a customer has with a brand. Important for understanding the beginning of the customer journey.
Last Touch
The final interaction a customer has with a brand before making a purchase. Important for understanding which touchpoints drive conversions.
Channel
A medium through which a product or service is delivered to a customer, including physical and digital channels. Crucial for understanding how products and services reach end users.
Brand Experience
The totality of all interactions a customer has with a brand, shaping their overall perception and relationship with the brand. Essential for building strong customer relationships and fostering brand loyalty.
Omnichannel
A seamless and integrated customer experience across multiple channels, such as online, mobile, and in-store. Crucial for providing a consistent and cohesive user experience, enhancing customer satisfaction and loyalty in digital products.
Service Design
The practice of planning and organizing people, infrastructure, communication, and material components of a service to improve its quality and the interaction between service providers and customers. Essential for creating effective and user-centered service experiences.
Service Blueprint
A detailed diagram that visualizes the processes, touchpoints, and interactions involved in delivering a service, helping to identify areas for improvement. Crucial for optimizing service delivery and ensuring a seamless user experience.
Journey Map
A visual representation of the user or customer journey, highlighting key interactions, emotions, and pain points. Essential for identifying opportunities to improve user or customer experiences.
Cohesive Experience
A user experience that feels consistent and unified across different elements and touchpoints. Crucial for ensuring a seamless and engaging user journey.
Brand Alignment
The practice of ensuring that all brand activities and communications are consistent with the brand's values, mission, and identity. Essential for maintaining a cohesive brand image and fostering trust and loyalty among customers.
Entry Point
The first interaction or touchpoint a user has with a product or service, crucial for making a strong first impression. Crucial for designing engaging and intuitive initial user experiences.
Journey Mapping
A technique that visualizes the process users go through to achieve a goal with a product or service. Essential for identifying pain points and optimizing user interactions to improve overall experience.
Phygital
A blend of physical and digital experiences to create a cohesive user experience. Important for integrating online and offline customer interactions.
Horn Effect
A cognitive bias where one negative trait of a person or thing influences the perception of other traits. Important for designing experiences that counteract or mitigate negative biases in user perception.
Experience Team
A team focused on designing and improving the user experience across products and services. Essential for ensuring cohesive and high-quality user experiences.