Digital Marketing Ch. 4

2. a strategy that delivers personalized and consistent customer experience across multiple channels.
4. customer satisfaction score calculated on the basis of a single question, “How likely is it that you would recommend [brand] to a friend or colleague?”
6. process or sequence that a customer goes through to access or use an offering of a company.
7. promotional activity that helps consumers understand a product by having direct contact with it.
11. cumulative experiences across multiple touchpoints and in multiple channels over time.

1. themed activity that promotes a product, business, or cause.
3. customer response to their journey that is measured as positive, negative, or neutral.
5. the use of data, statistical algorithms, and machine learning techniques to predict the likelihood of future outcomes or behaviors.
8. department within an organization that handles telephone sales and/or service.
9. a temporary retail store. May also include a pop-up kiosk.
10. a small bit of code in the form of a one-pixel transparent GIF that is added to the pages of a website, allowing sites to track visitor activity.