E: 19 terms

E-mail

E-mail, which means mail that is sent electronically, is one of the main digital channels to reach customers. It is generally used when formal writing is required or when it is necessary to send documents. The corporate …

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Effort

It refers to the activity and effort customers have to exert to get an issue resolved, a request fulfilled, a product purchased/returned or a question answered. The Customer Effort Score (CES) survey is sent to the customer after the …

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Emotion

Emotions are the feelings perceived by the senses. Emotions play a big role in people’s decision-making mechanism (See Behavioral Economics). In addition, human memory records and remembers moments with high emotional intensity. This film, showing how …

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Emotional Connection

It is the state of being connected with another person or company with strong emotions. It is very important for companies to connect with their customers emotionally. Emotionally connected customers have higher mistake tolerance and would …

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Emotional Experience

Emotional experience management is planning and managing emotions and feelings of customers while using a product or service. For this, customers’ expectations must be exceeded. Exceeding expectations also happens by approaching customers with personalization, offering them different experiences and …

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Empathy

Empathy is the ability to understand the feelings of others and the capacity to place oneself in another’s position. It is very important for the employees who are in direct contact with the customer to …

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Employee Experience

Abbreviation: EX Employee experience consists of all interactions employees have with the company they work for. These interactions begin with the recruitment process and continue until they leave the company. In this process, many parameters such as salary and …

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Empowerment

Empowerment is the process of giving employees in the organization the power, authority, responsibility and resources to make decisions and solve work-related problems. When it comes to customer experience, empowerment is very important especially for the first level …

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