Ch.17 - 18
The 4 components this approach includes is Discover, Define, Develop and Deliver
What is Double-Diamond Approach?
What CRM stands for
What is Customer Relationship Management?
Reporting tools that show key performance statistics
What is Analytics?
Understand your customer, Responsiveness, Transparency, Empathy, Knowledge, Consistency, Integration and Relevance
What is The Customer Service Principles?
A type of decision making in digital marketing
What is Flipism?
This level of EX Maturity understands design as a scalable operation
What is Architects?
Where you encourage your customers to purchase another one of your products
What is cross-selling?
The two primary forms of analytics
What is Server-based and Tag-based?
Customer service principle which allows a company to gather data and direct feedback to shape their strategy
What is Understanding your Customer?
Phases of an effective digital marketing strategy
What is Assessment, Foundations, Sophistication, Formalize, and Continuous Improvement?
Shopify, BigCommerce, WooCommerce, Oracle, Salesforce, Adobe, and SAP
What is E-Commerce Platforms?
the method of encouraging a customer to buy a more expensive version of a product
What is Up-selling?
The two primary challenges to making data-based decisions
What is Human Factors and Data Alignment?
Customer service principle that help businesses enable fast responses and meet the timely demands of their customers
What is Responsiveness?
The components of this include Synopsis, Scene, Story, Sums, Steps and Surprise
Clear directions to help the user to complete a task
What is signposting?
The two primary predictive analytics models
What is Propensity models and Collaborative filtering?
The two things social analytics measure
What is Content and Promotion?
Customer service principle that helps to ensure a business's online information is up to date and correct
These two resources can be used to create personalized experiences
What is Data and AI?
The first model of E-Commerce that happens through websites like Overdrive. Within these models, companies conduct business with other companies
What is B2B (or business-to-business)?
This model is often referred to within marketing as it shows 5 stages that a consumer steps through to become loyal to a brand
What is The Ladder of Loyalty?
The two types of tag management
What is Synchronous and Asynchronous Tagging?
A customer service issue being resolved within one communication
What is First Contact Resolution?
A strategy should be reviewed this often
What is Annually?