CX Jargon
Cool CX
Increasing Response
CX Fails
Client Slogans
100
A customer loyalty and satisfaction metric used to gauge how likely customers are to recommend a company's products or services to others. Typically using a scale of 0-10.
What is Net Promoter Score (NPS)?
100
This American media and entertainment conglomerate developed a set of proprietary colors like "Go Away Green" and "Blending Blue" that are used throughout their amusement parks to disguise or deemphasize parts of the parks infrastructure like construction areas or administrative buildings. The colors are perceived as recessive and act as an optical illusion to blend these areas into the foliage and sky.
Who is Disney?
100
A reward or benefit offered to participants to encourage them to complete a survey (ex: gift cards, sweepstakes, discounts on future purchases, loyalty points)
What is an incentive?
100
In 2014, a recording of a phone conversation between a customer and a service representative from this telecommunications company went viral after the service rep tried to bully the customer into not cancelling his cable service. The recording went on for over 8 minutes with the customer and service rep going back and forth and the customer stating "This phone call is actually an amazingly representative example of why I don't want to stay with _____"
Who is Comcast?
100
Pizza! Pizza!
Who is Little Caesars?
200
A visual representation of the complete experience a customer has with a company, product, or service over time. Typically includes the customer's interactions across all touchpoints and highlights their feelings, motivations and key pain points at each stage.
What is a customer journey map (CJM)?
200
This beverage company reversed a decade-long sales decline with a groundbreaking marketing campaign to focus on personalization instead of the traditional global message. Where their product used to display the classic red-and-white label, it now adorned the names of their customers.
Who is Coke and the "Share a Coke" campaign?
200
Tailoring a survey to include the respondents name and other specific details to make it feel more relevant and personal.
What is personalization?
200
This airline recently lost in small claims court when an AI-powered chatbot on their website created a new bereavement policy to accommodate a grieving passenger.
The airline tried to disavow the chatbot stating they were not liable for information it had provided. The court found that it was reasonable for the passenger to rely on the chatbots advice as it is a part of the airlines website and awarded the passenger $812 in damages and court fees.
Who is Air Canada?
200
All for Fun. Fun for All.
Who is Carnival?
300
The total net worth of a customer to a business over the entirety of their relationship.
What is customer lifetime value (CLV or LTV)?
300
This multinational beauty retailer implemented color-coded shopping baskets for customers to signal their interest in assistance or wanting to shop on their own.
Who is Sephora?
300
A follow-up communication sent after the initial invite to those who have not yet completed a survey.
What is a reminder?
300
In 2022, this American ticket sales platform faced heavy scrutiny over their blunders in selling tickets for the US leg of a major singer-songwriters concert tour. Their platform crashed within an hour of the pre-sale launch leading to users being logged out or frozen in queue. Scalper bots ended up securing a large number of tickets and posted them on resale sites for exorbitant prices. The platform blamed the "astronomical" demand for the singer-songwriter with over 3.5 million people registering for their verified fan pre-sale program.
Who is Ticketmaster and Taylor Swift?
300
Making the world of work, work better for people
Who is ServiceNow?
400
A business model where a company sells its products or services to other businesses and also to the final consumer.
What is B2B2C?
400
This premium Grocery based in Southern California implemented a complementary Sip "N" Shop experience for their Wine Bar Guests. While they relax and enjoy a tasting, a store associate does their grocery shopping for them.
Who is Gelson's Market?
400
Sending surveys at a time when respondents are likely to be available and not preoccupied with other tasks.
What is convenient timing?
400
In 2012, this American department store chain rolled out a new pricing strategy to end coupons and replace them with "everyday low pricing" claiming that their "fair and square" pricing structure would offer products at 40% lower cost to begin with. This plan was ultimately deemed a failure resulting in losses of more than $1.1 billion and a stock drop of 60% in the first year.
The former Apple CEO who spearheaded the change was fired after just 17 months and is quoted saying "Coupons were a drug...they really drove traffic."
Who is JCPenney?
400
We Invest for a Better World
Who is Burns & McDonnell
500
A prompt or instruction designed to provoke an immediate response or encourage a desired action (ex: Provide feedback now!)
What is a call-to-action (CTA)?
500
This quick service breakfast chain has a metric named after it that is unofficially used by FEMA to inform disaster response. The index is based on the restaurants reputation for having good disaster preparedness and staying open during extreme weather or reopening quickly afterwards.
It is often said that if you get there and this restaurant is closed. It's really bad.
Who is Waffle House?
500
The design and distribution practices that ensure surveys are usable by people of all abilities and disabilities.
What is accessibility?
500
In 2017, this American fast food chain greatly underestimated the fans of an adult cartoon show that had mentioned a rare 1998 dipping sauce previously promoted by the chain in one of their episodes. The chain announced a limited release return of the sauce as a response to the fans requests on social media.
The chain later apologized to fans after hundreds showed up at locations to find that only 20 sauces were provided to each location. In one video, police can be seen holding back people shouting "we want sauce!"
Who is McDonalds?
500
Transforming the spaces where life happens
Who is Johnson Controls