Customer Experience Glossary
If you're serious about improving your customer's overall experience, it helps to know what terminology is related to it. But that's easier said than done. With so many industry terms floating around, the process can seem overwhelming. But no need to fret!
This isn’t an exhaustive list of terms, but just a solid stepping stone into the customer experience world. Below is a glossary of key words and phrases on customer experience. Lets start with Customer Experience first.
Customer Experience: The sum of all the interactions a customer has had with a brand over the course of their relationship.
Awareness: When consumers first become aware of your brand due to marketing or promotional campaigns or by word-of-mouth referral.
Customer-Centric: Placing the consumer at the forefront of a company's marketing campaign, concentrating on consumers rather than sales.
Customer Experience Management (CEM): The set of processes that the organization uses to track, control, and coordinate every contact with the customer during the life of the customer.
Customer Insights: Consumer insight is the compilation, deployment, and analysis of information that enables a company to obtain, grow, and maintain its customers.
Customer Relationship Management (CRM): Method for handling the relationship of a business with current and potential customers using technology for sales, marketing, customer care, and technical support.
Customer Journey Map: It visually depicts the processes, desires, and expectations of the customer during their engagement and relationship with the organization.
Customer Lifecycle Stages: The progress of the steps taken by the customer to consider, buy, use, and sustain the loyalty of the product or service.
Customer Touchpoint: Touchpoints are different moments of consumer contact, each of which reflects an individual interaction or touch.
Engagement Marketing: A commitment strategy that promotes and encourages customers to engage in the evolution, production, and growth of a brand.
Moment of Truth: A vital moment or a critical or definitive moment on which much depends.
Net Promoter Score (NPS): Tests the loyalty that occurs between a supplier and a customer by posing a direct question: "How likely are you to recommend our company/product/service to your friends and colleagues?
Software as a Service (SaaS): "On-demand apps" where providers control their networks and platforms via cloud applications.
Socialize: The act of using social media to express and impact consumer experience and expectations.
Smart Blox: A collection of pre-integrated modules that allow brands to maximize consumer experience at all points of interaction while increasing communication impact over the entire customer life cycle.
Smarter Customer Engagement: Connect brands with mobile and social customers to participate in all phases of the customer lifecycle to accelerate sales and promote loyalty by allowing greater customer engagement through faster access to goods, information, and services.
Systems of Engagement: Customer experience management systems enable peer participation to directly link and provide knowledge created by universal Internet connectivity, the spread of powerful mobile computing devices, and the consummation of IT.
Touchpoint: Moments of consumer interaction via the internet, mobile app, email, text, phone call, in-person, print, event, or social media.
Touchpoint Classification: Moments of customer interaction at a given time, such as pain point, a moment of reality, the customer (feedback), distinction, or best practice.
Voice of the Customer (VoC): A mechanism used to capture input from the consumer (internal or external) to provide consumers with the best in class service and product quality.
Word of Mouth (WoM): The transmission of information through oral communication from person to person. In the modern context, Word of Mouth incorporates both mobile and social technologies.