• March 26, 2019 26 Mar'19

    customer service charter

    A customer service charter is a document that outlines how an organization promises to work with its customers along with providing insights into how an organization operates.  Continue Reading

  • March 26, 2019 26 Mar'19

    hockey stick growth

    Hockey stick growth refers to the shape of a chart showing sudden and very rapid growth.  Continue Reading

  • March 26, 2019 26 Mar'19

    The pros and cons of customer service AI

    AI is growing deep roots into cloud-based support services, but there remains a question of whether it can provide the empathy and understanding that brand loyalty requires.  Continue Reading

  • March 26, 2019 26 Mar'19

    customer retention

    Customer retention is a metric that measures customer loyalty, or the ability for an organization to keep its customers over time.  Continue Reading

  • March 25, 2019 25 Mar'19

    customer data platform (CDP)

    A customer data platform (CDP) is a type of software application that provides a unified platform of customer information that can be collected, viewed or accessed by other systems.  Continue Reading

  • March 25, 2019 25 Mar'19

    customer communications management (CCM)

    Customer communications management (CCM) is the administration of outbound communications to customers that includes the creation, delivery and storage of all types of communications.  Continue Reading

  • March 25, 2019 25 Mar'19

    brand recognition

    Brand recognition is the extent to which a consumer can correctly identify a particular product or service just by viewing the product or service's logo, tag line, packaging or advertising campaign.  Continue Reading

  • March 24, 2019 24 Mar'19

    customer touch point

    A customer touch point is any direct or indirect contact a customer has with a brand. Customer touch points can occur within and outside of a brand’s control and may happen before, during or after the purchase of a brand’s product or service.  Continue Reading

  • March 22, 2019 22 Mar'19

    customer profiling

    Customer profiling is the practice of organizing customers into specific groups possessing similar goals or characteristics.  Continue Reading

  • March 22, 2019 22 Mar'19

    needs assessment

    A needs assessment is an exercise that identifies the difference between a current condition/state and the desired condition/state. Improvements can then be made to improve performance or fix a deficiency.  Continue Reading

  • March 22, 2019 22 Mar'19

    clawback

    A clawback is a contractual provision under which money that’s already been paid out must be returned to an employer or another type of organization under certain conditions.  Continue Reading

  • March 22, 2019 22 Mar'19

    AWS DCX Competency vets cloud customer experience partners

    The AWS Digital Customer Experience Competency for content management, e-commerce, service and marketing automation certifies partners for infrastructure and security to create cloud CX.  Continue Reading

  • March 22, 2019 22 Mar'19

    moment of truth (marketing MOT)

    A moment of truth is marketing lingo for any opportunity a customer (or potential customer) has to form an impression about a company, brand, product or service.  Continue Reading

  • March 22, 2019 22 Mar'19

    build to order

    Build to order is a methodology and manufacturing practice where a product is created once a confirmed order is received.  Continue Reading

  • March 22, 2019 22 Mar'19

    customer insight (consumer insight)

    Customer insight, also known as consumer insight, is the understanding and interpretation of customer data, behaviors and feedback into conclusions that can be used to improve product development and customer support.  Continue Reading

  • March 22, 2019 22 Mar'19

    brand loyalty

    Brand loyalty is an emotional tie to a brand that leads to a consumer to continue and expand their purchases for products from the same brand.  Continue Reading

  • March 21, 2019 21 Mar'19

    showrooming (reverse showrooming)

    Showrooming is the practice of examining a product in a brick-and-mortar store, then purchasing it online for a lower price.  Continue Reading

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