Is CX a customer acquisition or retention principle or both? The scope of CX can mean different things to different people, but each term does have a base description.
Customer Experience (CX) - How customers feel about interactions with your business throughout their journeys
User Experience (UX) - The overall experience a person has while using a product or service
Brand Experience - The perception customers have of a brand based on all of their interactions with the business
Customer Segment - Groups of customers with similar characteristics or behaviours, which are often used for targeted marketing
Customer Persona - A fictional representation of a specific customer type based on research and data, used to understand and address customer needs and preferences
Customer Journey Map - A visualisation of the step-by-step interaction a specific customer type goes through when interacting with a business. The map usually highlights emotions, pain points, and opportunities for improvement
Service Blueprinting - A method for designing and visualising the end-to-end processes involved in delivering a service
Customer Service - Assistance provided to customers before, during, and after their purchase or use of a product or service
Customer Satisfaction (CSAT) - A common customer service metric to track how happy and satisfied your customer is, usually sampled right after an interaction with your business
Net Promoter Score (NPS) - A metric which tracks customer loyalty based on how likely a customer is to recommend your business to a friend
Customer Effort Score (CES) - A metric tracking the ease of doing business with a company by calculating the level of effort of a customer to solve a problem or find information
Customer Acquisition - The process of gaining new customers for a business through marketing and sales
Customer Retention - The ability of a company to keep existing customers, the % of customers who return
Customer Churn - The rate at which customers stop doing business with a company, the % of customer who don't return
Customer Lifetime Value - The total value a customer brings to a company over the entire duration of their relationship