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.
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.
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.
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.
User Experience is how the end user of a product feels about using the product and how user friendly it is for the user.
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.
Customer Journey is the path that a customer takes through a brand. There are typically 5 steps:
Company Culture is how the employees of a company feel about working there and the overall work environment. It is very important to have a good company culture so employees enjoy coming to work and feel appreciated for the work they do. To learn about Benbria's culture visit our culture page!
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.