Omni-Channel is an approach used to communicate with customers using a variety of channels. This can include social (Facebook, Instagram, Twitter), Traditional (email and text messages), or digital (chatbots, embedded forms). This will allow you to be where your customers are and increase customer loyalty.
To learn more about the difference between Omni-Channel check out this blog post.
Customer Engagement is how customers interact with a brand, either virtually or in person.
Customer Insights is information about a customer base that could help determine their purchasing decisions.
Reviews are both positive and negative feedback about a brand or product that customers leave for others to see. Ensuring a company responds constructively to reviews is important to show they care about what customers think of their brand.
Customer Feedback are comments made by customers that gives insights about what they think about a brand or product.
Net Promoter Score (NPS) is a widely used market research metric. It typically takes the form of a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend. NPS is a great way to measure the loyalty of customers to a company. For more information about Net Promoter Score (NPS) please click here.