Customer_Experience_Retention Flashcards
(20 cards)
What is customer experience (CX)?
The overall perception a customer has of their interactions with a business.
Why is CX important in e-commerce?
It builds loyalty, drives word-of-mouth, and increases repeat purchases.
What is customer retention?
The ability to keep customers coming back over time.
What is customer lifetime value (CLV or LTV)?
The total revenue a customer is expected to bring during their relationship with your business.
What are touchpoints in customer experience?
Individual interactions customers have with your brand (e.g., email, website, support).
What is customer service?
Assisting customers before, during, or after a purchase to enhance satisfaction.
What are SLAs (Service Level Agreements)?
Agreements that define the level of service expected (e.g., response time).
What is live chat support?
Real-time messaging support available during customer visits.
What is a chatbot?
An AI or rules-based program that answers common customer questions.
What is a help desk system?
A platform to manage, organize, and respond to customer support inquiries.
What is customer feedback?
Input from customers about their experience, service, or product.
What are Net Promoter Scores (NPS)?
A customer loyalty metric asking how likely someone is to recommend you (0–10 scale).
What is a loyalty program?
A program offering rewards or incentives for repeat purchases.
What is a referral program?
A system that rewards customers for referring new users to your brand.
What is post-purchase follow-up?
Emails sent after purchase to thank, guide, or upsell the customer.
What are review request emails?
Automated emails asking customers to leave product reviews.
How do personalized emails improve retention?
They show customers you understand their needs and create relevant engagement.
What is churn rate?
The percentage of customers who stop buying or unsubscribe over time.
What is customer segmentation?
Dividing your customers into groups based on behavior or characteristics.
What are customer success strategies?
Proactive actions that help customers succeed and stay engaged (e.g., onboarding, education).
