Key Terms

Here are Key Terms used in Customer Service and Customer Experience Management. You will learn to love them!

  • Business Case – The financial justification, the economic imperative; often includes non-measurable elements.images
  • Business Process Management
  • Business Process Mapping – A visual description (map) of how a business process works
  • Customer “Bug List” – a list of items that Customers find unpleasant or distasteful
  • Customer Journey Map – a visual description of the steps / process a Customer moves through when doing business with you.
  • Customer Loyalty score (See Net Promoter Score)
  • Cycle of Service – A visual description of the simplified cycle a Customer moves through in a single encounter or transaction with you.
  • Employee VOE (Voice of Employees) – Listening to / hearing Employees
  • E T D B W – Easy To Do Business With
  • Focus Group
  • Impact Analysis – A measure of the outcome of an intervention or change. What happened?
  • Jobs to be done– An approach to creativity and innovation that attempts to understand exactly what “job” the Customer is “hiring” our product or service to do for them.
  • Kano Model – An approach to creativity and innovation that maps “Must Be”, “Linear”, “Irrelevant” and “Delighter” product/feature offerings.
  • Lifetime Customer Value – The total value to the organization of a single Customer over their entire lifetime.
  • Low-hanging fruit” – Errors, defects, problems that are easy to spot and easy to correct.
  • Moments of Truth (MOT)
  • Net Promoter Score (NPS)
  • “Plus/Delta” Report – An after-action report that captures “Plus” factors (what went well and should be repeated), “Delta” (the engineering term for “change”) – factors that did not go well and need to be corrected or improved.
  • Six Thinking Hats – An approach to creativity and innovation created by Ed DeBono
  • Touchpoints – Individual contact points between a Customer and an organization which add up to produce the Customer Journey.
  • Voice of the Customer (VOC) – Listening to and hearing the comments and preferences of Customers.
  • WIIFM – What’s In It For Me? The only thing a Customer ever thinks about!