Last Touch
The final interaction a customer has with a brand before making a purchase. Important for understanding which touchpoints drive conversions.
7 topics found for:
“touchpoint analysis”
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.
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.
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.
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.
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.
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.