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 Loyalty is how supportive of a brand customers are and how likely they are to stay with one brand vs flip flopping to a competitor.
Cross-Channel ensures that a brand has presence on multiple platforms to ensure maximum and consistent brand exposure.
Customer Engagement is how customers interact with a brand, either virtually or in person.
A dashboard is a quick glance Key Performance Indicators (KPI) from a website or survey typically displayed in a series of graphs and number overviews. It will indicate how well these KPI’s are performing and if they have increased or decreased in a particular time period. For more information on dashboards please click here
Customer Journey is the path that a customer takes through a brand. There are typically 5 steps:
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.
Response Rate is what percentage of customers respond to a survey. This will let you know if it is quality research that you are able to use or if the sample size is too small.