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 Effort Score (CES) is a metric that measures how much effort a customer has to exert to get an issue resolved, request fulfilled, a product purchased/returned or a question answered. A good Customer Effort Score is a sign of great customer service. For more information about Customer Effort Score (CES) please click here. 

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

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 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.