Customer Experience Management (CEM) is when you manage a customer’s experience to ensure a positive view of a brand across all platforms.

Customer Experience Strategy is an approach to ensure customers have a positive experience with a brand and making customer experience the top priority.

Customer Feedback are comments made by customers that gives insights about what they think about a brand or product.

Customer Insights is information about a customer base that could help determine their purchasing decisions.

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 Journey Mapping is the mapping out what each step of the Customer Journey looks like for your products/ brand and how to help encourage customers from one step to another.

Customer Lifecycle is the total time that a customer spends within your brand and how they move from awareness of a product/ brand to a loyal customer.

Customer Lifetime Value is the total worth to a business of a customer over the whole period of their relationship. It’s an important metric as it costs less to keep existing customers than it does to acquire new ones, so increasing the value of your existing customers is a great way to drive growth.

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.