B: 12 terms

Backoffice

Abbreviation: BO The term backoffice, usually used in call center / contact centers and banks, is an operational unit that solves customer requests which are not solved by the frontline unit. Processes such as invoice cancellation, identification of the relevant discount …

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Behavior

Behavior refers to the act and attitude shown in the face of an effect or stimulus. In the customer experience area, a lot of effort is made to understand the customers’ behavior and to have a positive …

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Behavioral Economics

Abbreviation: BE The behavioral economics focuses on how the decision-making mechanisms in our minds are affected by social, mental and emotional prejudices. A group of academics led by Daniel Kahneman has proven that people do not always make …

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Benchmarking

Benchmarking is the process of measuring the performance of a company’s products, services, or processes against those of another business considered to be the best in the industry. Although it is very common to compare with companies …

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Bottom 2 Box

Abbreviation: B2B Customer Satisfaction Score and Customer Effort Score are generally measured on a 5-point scale. The lowest 2 values are the values of 1 and 2 in this scale. In addition to the average score, the Bottom …

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Branch

It is one of the channels where customers are physically served face to face. Although the number decreases day by day with the effect of digitalization, the experience at the branch is very important for establishing an emotional connection with customers. …

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Brand Advocacy

It refers to the situation where customers are praising the company as if they were a company employee, recommending(See Net Promoter Score) it to those around it, and contributing to mouth-to-mouth spread with positive feedback. It has been …

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Brand Awareness

Brand awareness means the extent to which customers can recognize a particular brand of goods or services and how much they distinguish it from the other brands. People want to trust the brand when they make the …

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Brand Value

Abbreviation: BV Brand value is the financial amount your brand is worth. While brand value is quantified, brand equity is the perceptual value of companies that is invisible based on how important a customer views that brand. …

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Business to Business

Abbreviation: B2B It is a situation where companies provide products/services to another company, not directly to the end consumer. For example, a company that produces headlights for cars does B2B business. Automobile companies use these …

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