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.

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.

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

Direct Feedback is specific comments directly from the customer related to a particular product or brand.

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.