Loyalty Glossary
This glossary defines terms used by marketers and business owners when discussing customer experience, loyalty and CRM programmes. If there is any loyalty or marketing jargon out there that is confusing to you, let us know and we will include it in this glossary.
A | Definition |
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Analytic | Analytics is the process of collecting and interpreting patterns in data; primarily in the field of sales and marketing. |
B | |
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Brand Advocacy | Customers who love your brand will continue to support your company and promote your products and services, which will result in bringing you new customers. More here. |
Brand Loyalty | Customers who are loyal to your brand and will choose you over your competitors. |
C | |
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CES (Customer Effort Score) | The CES survey measures how easy it is for a customer to do business with you. It measures how much effort it takes for customers to make purchases, to communicate with you, to make complaints and have them resolved, and etc. |
CX (Customer Experience) | The sum of all the interactions that a customer has with a company. Can also be defined as customer’s feelings, emotions, and overall perception of the brand. |
CXM (Customer Experience Management) | CXM can be defined as the practice of managing customer interactions at every point of their journey - in order to deliver the best experience for them. To put it simpler, it's a proactive way for business owners to design the experiences that they want their customers to get.ers to get. |
CRM (Customer Relationship Management) | CRM stands for customer relationship management. CRM is used by business owners and marketers to get to know their customers and get a comprehensive, 360-degree view of their customer journey. Without CRM, it will be difficult for business owners to get to know their customers. |
Customer Satisfaction | Customer satisfaction is a measurement of how happy customers are with a company's products and services. Ensuring a high level of customer satisfaction can ensure that customers keep coming back to your stores. |
CSAT (Customer Satisfaction Score) | Customer Satisfaction Score(CSAT) is a measure of customer satisfaction using a set of numbers. It normally structured as follows: 1 as “very dissatisfied” to 10 as “very satisfied”. The range of numbers can be 1 to 3, 1 to 5, or 1 to 10 – there’s no fixed way to do this. |
D | |
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Direct Message | A built-in feature that allows you to directly communicate with your customers. It’s like private messaging on Facebook or Instagram - but for your loyalty program. |
G | |
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Gift Cards | A physical or digital card that can be exchanged for a specific cash value of products or services in a store. Popular as a gift item during Christmas and other festive seasons. Gift cards are also a great way to earn revenue in advance. This feature is readily available on most loyalty program platforms. |
M | |
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Multi-tier loyalty | A physical or digital card that can be exchanged for a specific cash value of products or services in a store. Popular as a gift item during Christmas and other festive seasons. Gift cards are also a great way to earn revenue in advance. This feature is readily available on most loyalty program platforms. |
N | |
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NPS | Net Promoter Score (NPS) is a popular survey used by many organizations to measure customer experience and predict business growth. |
O | |
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Omnichannel | Omnichannel marketing is where a company is having a conversation with a customer using many different channels but they are all integrated. Every channel is on the same page. |
P | |
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POS | A POS system or point of sale system refers to the system where customers make payments for products or services. Some POS systems may also provide companies with sales and marketing data |
Promotional Codes (Promo Codes) | A promotional code is a code offered by online retailers to their customers so they can receive a discounted price or other perks when buying products online. |
R | |
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Reward Points | Reward points are points that customers can collect after making purchases at a retail store, restaurant, hotels, and etc. These points normally accumulate and can be redeemed for discounts, free gifts, or other perks as decided by the vendor. |
Referral | Referral is a way of marketing your products and services to new customers through your existing customers. |
S | |
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Stamp Points | Stamp cards are used by some stores instead of reward or loyalty points. The advantage of a stamp card is that it’s simple to understand. |
W | |
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Web App | A web application (or web app) is application software that runs on a web server. The advantage of a web app is that users do not need to download an app on their phone - which takes up space and mobile data. |