Customer Journey is the path that a customer takes through a brand. There are typically 5 steps:

1. Awareness: This is when a potential customer first becomes aware of a brand.
2. Consideration: When a potential customer investigates a product or brand to determine if it is right for them.
3. Purchase: This is when the customer makes a purchase.
4. Post Purchase: When a customer has just purchased the product weighs the price paid vs use and determines if they will purchase again.
5. Loyal Customer: This phrase is reserved for customers who continue to purchase over and over again.

Retention Rate is the percentage of customers that come back and continue to shop with a brand. Ensuring customer retention rate is high is important because it is easier to upsell an existing customer than to acquire new customers.

Personalization is a customer’s ability to personalize certain aspects of their purchase. In the digital world ensuring customers are able to customize their purchase can be  incentive for a customer to finalize a purchase.

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.