Experience Improvement Terms

Customer Acquisition

The process of discovering, attracting, and onboarding new and prospective customers that will benefit from and enjoy your business offering.

Customer Churn

Occurs when someone chooses to discontinue using your products or services—or in other words, they are no longer a customer.

Customer Effort Score (CES)

An index from 1 to 7 that measures how easy a company makes it for customers to deal with its products and services. A company that provides effortless service gets a 7 while a company that makes it difficult gets a 1. In other words, the higher the CES, the better.

Customer Engagement

A process by which businesses interact with their customers to build relationships and foster loyalty.

Customer Experience (CX)

How customers feel about their collective experiences and interactions with a company—including their overall relationship with a specific brand.

Customer Experience Management

According to the research firm Gartner, customer experience management is defined as “understanding customers and deploying strategic plans that enable cross-functional efforts and customer-centric culture to improve satisfaction, loyalty, and accuracy.” In other words, managing experiences to customers’ contentment.

Customer Experience Research

A type of market research that focuses on understanding the customer's experience with a company's product or service.

Customer Feedback

Any information from customers about their experience with a product or service from a specific company.

Customer Journey Mapping

The process of creating a visual representation of the journey a customer has with a company’s brand, products, services and people. The process of creating one is called a customer journey map.

Customer Lifecycle

The process of someone becoming aware of your business to making a purchase to becoming a loyal and lifelong customer.

Customer Loyalty

Customer loyalty is believing that an organisation’s product is the best option. It’s more than a casual friendship. Loyalty means sticking around when it isn’t easy, rejecting competition and believing that the customer-company relationship transcends products and services.

Customer Satisfaction Score (CSAT)

An attempt at capturing how satisfied customers are with a company’s goods and services. A survey asks a customer to rate their satisfaction, typically on a scale from 1 to 5.

Customer Value

A customer’s perception of the value of your product or service.

Detractors

Detractors are unhappy customers who are unlikely to buy from you again, and may even discourage others from buying from you.

Digital Customer Experience

The total online interactions a customer has with your business and brand, including apps, social media, chatbots, your online store, digital content, email chains, or any other virtual means of connection.

Digital Experience

An extension of traditional customer experience which focuses more specifically on those interactions that occur with digital touchpoints.

Employee Commitment

Employee commitment is an initiative that seeks to drive culture through trust, dependability, two-way exchanges, and communication.

Employee Experience

An individual worker’s collected perceptions throughout their time with a specific company.

Enterprise Feedback Management (EFM)

The process of collecting, analysing, and taking action on customer feedback for an enterprise-class large company. It is principally involved with the distribution and analysis of surveys.

eNPS?

eNPS or Employee Net Promoter Score is one way to measure employee engagement and satisfaction, adapted from the very similar customer satisfaction measurement, NPS.

Good NPS Score

Improve NPS

Integrated CX

Harnessing the power of data, technology, and expert service to help companies unlock valuable insights so they can take action to drive measurable outcomes for their customers.

Market Research

Explores hidden relationships within industry data, collected by a market research firm, in order to predict and forecast future events and behaviour within the market.

Market Segmentation

A research strategy that separates different consumers in order to study their preferences, needs, and perspectives in order to optimise business practices, products, and experiences.

NPS Calculation

Predictive Analytics Software

A branch of advanced analytics that utilizes historical data, statistical algorithms, and machine learning techniques to make predictions about future events or behaviors.

Response Bias

Our human tendency to self-report inaccurate (or even totally false) answers to survey questions.

Response Rate

How many people actually answered your survey.

Survey

A highly customisable questionnaire that empowers brands to quickly and easily reach a given audience.

Text Analytics

The methods and processes used for obtaining insights from unstructured data, turning survey text responses into quantitative data.

Voice of the Customer (VoC)

The process of gathering vital information regarding what customers think and feel about their experiences with a business.

Voice of the Employee (VoE)

The process of gathering and analysing employee feedback to improve the customer experience.

What is NPS