Glossary: 196 terms

Pain-Point

Pain-points, as opposed to pleasure-points, are problems that customers or prospective customers of your business are experiencing in the marketplace. Essentially, pain points are any problems that the customer may experience along their customer journey. …

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Passives

In the Net Promoter Score calculation, customers who give a score of 7 or 8 on the 0-10 scale are considered as passives and are referring to customers who are satisfied with your company but …

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Persona

A fictional representation created to represent an ideal customer for a product or service based on user research and observed behavior patterns of the company’s target audience. This site can be checked for Persona samples.

Personalization

Personalization is one of the most important points in creating an emotional experience. It refers to offering customized solutions to customers to make them feel valued. For example, Starbucks writing names on coffee cups is …

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Pleasure-Point

In the customer journey, pleasure-points refer to the moments when customers are satisfied with the service or product they receive from the company. Although the main objective is to decrease paint points while drawing journey …

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Proactive Behavior

It’s any anticipatory, change-oriented and self-initiated behavior. In customer experience, the proactive behavior refers to the situation where the need is sensed and dealt with without the request of the customers. Proactive behavior is critical …

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Process

A process is a series of actions that are carried out in order to achieve a particular result. The process of customers information requests also refers to one of the three main types of requests …

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Process Management

It refers to the organizational discipline that provides tools and resources for analyzing, defining, optimizing, monitoring, and controlling business processes and for measuring and driving improved performance of interdependent business processes. Managing certain processes with …

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Process Map

A process map is a planning and management tool or diagram that visually describes the flow of work to complete a transaction in business. Information such as the transactions to be made by the customer, …

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