A behavior in which an individual provides a benefit to another with the expectation that the favor will be returned in the future, fostering mutual cooperation and long-term relationships. Important for building trust, cooperation, and mutually beneficial relationships in various social and professional contexts.
The use of data and insights to understand and manage relationships with customers and prospects. Crucial for enhancing customer engagement and building stronger relationships.
The tendency of consumers to continuously purchase the same brand's products over time. Essential for driving repeat business and ensuring long-term brand success.
The likelihood that a customer will continue to buy from a particular company or brand over time. Crucial for maintaining a stable customer base and ensuring long-term business success.
The value a brand adds to a product or service beyond the functional benefits, encompassing factors like brand awareness, perceived quality, and customer loyalty. Crucial for understanding the long-term value of a brand and its impact on business success.
The use of social media platforms to connect with prospects, build relationships, and ultimately drive sales. Important for leveraging social media to enhance sales strategies.
The process of developing relationships with prospects through targeted communications and marketing efforts. Crucial for guiding prospects through the sales funnel and increasing conversion rates.
The totality of all interactions a customer has with a brand, shaping their overall perception and relationship with the brand. Essential for building strong customer relationships and fostering brand loyalty.
The practice of two websites agreeing to link to each other's content, often used to build relationships and improve SEO. Important for understanding link-building strategies and their impact on SEO.
The study of social relationships, structures, and processes. Important for understanding the impact of social dynamics on user behavior and designing for social interactions.
Lifetime Value (LTV) is a metric that estimates the total revenue a business can expect from a single customer account throughout their relationship. Crucial for informing customer acquisition strategies, retention efforts, and overall business planning by providing insights into long-term customer profitability.
Business-to-Business (B2B), a business model where products or services are sold from one business to another. Crucial for understanding business markets and developing inter-business strategies.
The practice of selling additional products or services to an existing customer. Essential for increasing revenue and enhancing customer value.
A dark pattern where the cancellation process is intentionally complicated to discourage users from canceling. Designers must avoid complicating cancellations and respect user decisions with a straightforward process.
A dark pattern where a free trial ends and the user is automatically charged without warning. Designers should avoid this practice and ensure users are clearly informed about charges to maintain ethical standards.
A dark pattern where availability is falsely limited to pressure users into making a purchase. Awareness of this deceptive practice is important to provide honest information about product availability.
A social norm of responding to a positive action with another positive action, fostering mutual benefit and cooperation. Important for designing user experiences and systems that encourage positive reciprocal interactions.
The initial interaction a customer has with a brand. Important for understanding the beginning of the customer journey.
The process of addressing and overcoming objections or concerns raised by prospects during the sales process. Important for closing sales and building customer trust.
The pursuit of a healthy relationship with technology, balancing its use to enhance well-being without causing harm. Important for promoting healthy technology use and designing user experiences that support well-being.
Return on Investment (ROI) is a performance measure used to evaluate the efficiency or profitability of an investment or compare the efficiency of different investments. Crucial for assessing the financial effectiveness of business decisions, projects, or initiatives.
The loss of customers over a specific period, also known as customer churn. Important for understanding and addressing customer retention issues.
CSM (Customer Success Management) is a business methodology focused on ensuring customers achieve their desired outcomes while using a product or service. Crucial for driving customer retention and satisfaction.
The rate at which customers stop using a product or service, often used as a metric to measure customer retention. Crucial for understanding customer behavior and improving retention strategies.
A dark pattern where users are unknowingly signed up for a recurring subscription. Awareness of this tactic is important to ensure transparent subscription services and prevent deceptive charges.
A dark pattern where users think they are going to take one action, but a different, undesirable action happens instead. Designers must avoid this deceptive practice and be aware of its impact to ensure transparent user interactions.
A dark pattern where a product sneaks an additional item into the user's shopping cart, often through a pre-selected checkbox. Designers should avoid this practice and ensure users have full control over their purchases to maintain trust.
The process of exceeding customer expectations to create a positive emotional reaction. Important for building customer loyalty and enhancing brand reputation.
Content designed to attract clicks by using sensational or misleading headlines. Important for recognizing and avoiding practices that can harm user trust and content quality.
A dark pattern where practices are used to make it hard for users to compare prices with other options. It's essential to avoid this tactic and promote fair competition by allowing users to make informed decisions.
Any interaction or communication between a brand and its audience. Important for managing and optimizing all points of contact to ensure a positive brand experience.
The study of the relationships between people, practices, values, and technologies within an information environment. Helps in understanding and designing systems that are sustainable and adaptive to human and environmental changes.
A dark pattern where it's easy to subscribe but very difficult to cancel the subscription. Awareness of this tactic is important to provide straightforward and user-friendly subscription management.
A marketing concept that describes brands that inspire loyalty beyond reason, creating an emotional connection with consumers. Crucial for building strong brand loyalty and emotional engagement.
A dark pattern where users are shown a preview of content that is then gated behind a paywall or sign-up. It's crucial to avoid this misleading practice and be transparent about access requirements.
A dark pattern where the user is required to do something in order to access certain functionality or information. Designers must avoid compulsory actions and provide optional choices to respect user autonomy.
Customer Experience Management (CEM) is the process of managing and improving the interactions and experiences customers have with a brand across all touchpoints. This process is essential for building strong customer relationships and enhancing brand loyalty.
A pricing strategy where a core product is sold at a low price, but complementary products are sold at higher prices. Useful for designing pricing strategies that maximize revenue from complementary products.
The narrative that communicates the history, mission, and values of a brand, creating an emotional connection with the audience. Essential for building a compelling brand identity and fostering customer loyalty.
Business-to-Government (B2G), a business model where products or services are sold to governments. Important for understanding and navigating public sector markets.
A dark pattern where users' activities are tracked without their explicit consent or knowledge. Designers must avoid this practice and ensure clear communication about tracking to respect user privacy.
The percentage of users who take a specific action that signifies they are engaging with a product or service. Important for measuring user engagement and the effectiveness of onboarding processes.
A market in which vendors offer goods and services specific to an industry, trade, profession, or other group of customers with specialized needs. Important for developing targeted digital products that cater to the unique requirements of specific industries or sectors.
A dark pattern where questions are worded in a way that tricks the user into giving an answer they didn't intend. Recognizing the harm of this practice is important to maintain clarity and honesty in user interactions.
A holistic approach to analysis that focuses on the way that a system's constituent parts interrelate and how systems work over time and within the context of larger systems. Essential for solving complex problems and designing systems that account for interdependencies and dynamics.
Often referred to as "marketing funnel", a model that represents the user journey from awareness to purchase used to analyze and optimize conversion of prospects to customers. Essential for understanding and improving the customer journey and conversion process.
The percentage of users who continue to use a product or service over a specified period, indicating user loyalty and engagement. Essential for assessing the effectiveness of user retention strategies and improving user experience.
The tendency to recall past behavior in a way that aligns with current beliefs and attitudes. Crucial for understanding how memories and self-perception can be influenced by current perspectives.
A dark pattern where the user is guilt-tripped into opting into something by using language designed to shame them if they decline. Designers must avoid this manipulative tactic and respect user decisions without using guilt or shame.
The structural design of a product, defining its components, their relationships, and how they interact to fulfill the product's purpose. Important for ensuring that a product is well-organized, scalable, and maintainable.
The percentage of customers who stop using a product or service during a specific time period. Essential for understanding customer retention and identifying areas for improvement.