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.

Digital Transformation is the impact of digital technology across all aspects of a business and how technology is changing the business.

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.

Customer Engagement is how customers interact with a brand, either virtually or in person.

Feedback Survey is a survey given to customers that provides insights to a business based on the brand or product. For more information about Feedback Survey's please click here.

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.

Root Cause Analysis is looking at the overall feedback from customers and figuring out what the reason is for the feedback and making changes if necessary.