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Customer Journey
Customer experience, sometimes abbreviated to CX, is the totality of cognitive, affective, sensory, and behavioral responses of a customer during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. Different dimensions of customer experience include senses, emotions, feelings, perceptions, cognitive evaluations, involvement, memories, as well as spiritual components, and behavioral intentions. The pre-consumption anticipation experience can be described as the amount of pleasure or displeasure received from savoring future events, while the remembered experience is related to a recollection of memories about previous events and experiences of a product or service. Definitions According to Forrester Research (via ''Fast Company)'', the foundational elements of a remarkable customer experience consist of six key disciplines, beginning with strategy, customer understanding, design, measurement, governance and culture. A company's ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Cognition
Cognition is the "mental action or process of acquiring knowledge and understanding through thought, experience, and the senses". It encompasses all aspects of intellectual functions and processes such as: perception, attention, thought, imagination, intelligence, the formation of knowledge, memory and working memory, judgment and evaluation, reasoning and computation, problem-solving and decision-making, comprehension and production of language. Cognitive processes use existing knowledge to discover new knowledge. Cognitive processes are analyzed from very different perspectives within different contexts, notably in the fields of linguistics, musicology, anesthesia, neuroscience, psychiatry, psychology, education, philosophy, anthropology, biology, systemics, logic, and computer science. These and other approaches to the analysis of cognition (such as embodied cognition) are synthesized in the developing field of cognitive science, a progressively autonomou ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Social Relation
A social relation is the fundamental unit of analysis within the social sciences, and describes any voluntary or involuntary interpersonal relationship between two or more conspecifics within and/or between groups. The group can be a language or kinship group, a social institution or organization, an economic class, a nation, or gender. Social relations are derived from human behavioral ecology, and, as an aggregate, form a coherent social structure whose constituent parts are best understood relative to each other and to the social ecosystem as a whole. History Early inquiries into the nature of social relations featured in the work of sociologists such as Max Weber in his theory of social action, where social relationships composed of both positive (affiliative) and negative (agonistic) interactions represented opposing effects. Categorizing social interactions enables observational and other social research, such as Gemeinschaft and Gesellschaft (), collective conscio ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Escapism
Escapism is mental diversion from unpleasant aspects of daily life, typically through activities involving imagination or entertainment. Escapism also may be used to occupy one's self away from persistent feelings of depression or general sadness. Perceptions Entire industries have sprung up to foster a growing tendency of people to remove themselves from the rigors of daily life – especially into the digital world. Many activities that are normal parts of a healthy existence (e.g., eating, sleeping, exercise, sexual activity) can also become avenues of escapism when taken to extremes or out of proper context; and as a result the word "escapism" often carries a negative connotation, suggesting that escapists are unhappy, with an inability or unwillingness to connect meaningfully with the world and to take necessary action. Indeed, the ''Oxford English Dictionary'' defined escapism as "The tendency to seek, or the practice of seeking, distraction from what normally has to b ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Inner Peace
Inner peace (also known as peace of mind) refers to a deliberate state of psychological or spiritual calm maintained despite the presence of stressors. It is associated with a state of psychological "homeostasis" and the opposite of being stressed or anxious, and is considered to be a state where one's mind performs at an optimal level, regardless of outcomes. Peace of mind is thus generally associated with a state of contentment and emotional well-being including bliss, happiness and contentment. Peace of mind, serenity, and calmness are descriptions of a disposition free from the effects of stress. In various cultural traditions, inner peace is regarded as a state of consciousness attainable through practices such as breathing exercises, prayer File:Prayers-collage.png, 300px, alt=Collage of various religionists praying – Clickable Image, Collage of various religionists praying ''(Clickable image – use cursor to identify.)'' rect 0 0 1000 1000 Shinto festivalgoer ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Four Realms Of Customer Experience
4 (four) is a number, numeral and digit. It is the natural number following 3 and preceding 5. It is a square number, the smallest semiprime and composite number, and is considered unlucky in many East Asian cultures. Evolution of the Hindu-Arabic digit Brahmic numerals represented 1, 2, and 3 with as many lines. 4 was simplified by joining its four lines into a cross that looks like the modern plus sign. The Shunga would add a horizontal line on top of the digit, and the Kshatrapa and Pallava evolved the digit to a point where the speed of writing was a secondary concern. The Arabs' 4 still had the early concept of the cross, but for the sake of efficiency, was made in one stroke by connecting the "western" end to the "northern" end; the "eastern" end was finished off with a curve. The Europeans dropped the finishing curve and gradually made the digit less cursive, ending up with a digit very close to the original Brahmin cross. While the shape of the character ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Experience Management
Customer experience, sometimes abbreviated to CX, is the totality of cognitive, affective, sensory, and behavioral responses of a customer during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. Different dimensions of customer experience include senses, emotions, feelings, perceptions, cognitive evaluations, involvement, memories, as well as spiritual components, and behavioral intentions. The pre-consumption anticipation experience can be described as the amount of pleasure or displeasure received from savoring future events, while the remembered experience is related to a recollection of memories about previous events and experiences of a product or service. Definitions According to Forrester Research (via ''Fast Company)'', the foundational elements of a remarkable customer experience consist of six key disciplines, beginning with strategy, customer understanding, design, measurement, governance and culture. A company' ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Logo
A logo (abbreviation of logotype; ) is a graphic mark, emblem, or symbol used to aid and promote public identification and recognition. It may be of an abstract or figurative design or include the text of the name that it represents, as in a wordmark. In the days of hot metal typesetting, a logotype was one word cast as a single piece of type (e.g. "The" in ATF Garamond), as opposed to a ligature, which is two or more letters joined, but not forming a word. By extension, the term was also used for a uniquely set and arranged typeface or colophon. At the level of mass communication and in common usage, a company's logo is today often synonymous with its trademark or brand.Wheeler, Alina. ''Designing Brand Identity'' © 2006 John Wiley & Sons, Inc. (page 4) Etymology Douglas Harper's ''Online Etymology Dictionary'' states that the first surviving written record of the term 'logo' dates back to 1937, and that the term was "probably a shortening of logogram". Histo ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Brand Recognition
Brand awareness is the extent to which customers are able to recall or recognize a brand under different conditions. Brand awareness is one of the two key components of brand knowledge, as defined by the associative network memory model. It plays a vital role in consumer behavior, advertising management, and brand management. The consumer's ability to recognize or recall a brand is central to the purchasing process because buying decisions cannot begin unless a consumer is first aware of a product category and a brand within that category. Awareness does not necessarily mean that the consumer must be able to recall a specific brand name, but they must be able to recall enough distinguishing features for a purchase to happen. Creating brand awareness is the main step in advertising a new product or revitalising an old one. Brand awareness consists of two components: brand recall and brand recognition. Several studies have shown that these two components operate in fundamentally dif ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Brand Loyalty
In marketing and consumer behaviour, brand loyalty describes a consumer's persistent positive feelings towards a familiar brand and their dedication to purchasing the brand's products and/or services repeatedly regardless of deficiencies, a competitor's actions, or changes in the market environment. It's also demonstrated with behaviors such as positive word-of-mouth advocacy. Corporate brand loyalty is where an individual buys products from the same manufacturer repeatedly and without wavering, rather than from other suppliers. In a business-to-business context, the term source loyalty is also used.Wind, Y.Industrial Source Loyalty ''Journal of Marketing Research'', Volume 7, No. 4 (November 1970), pp. 450-457, accessed on 22 January 2025 Loyalty implies dedication and should not be confused with habit, its less-than-emotional engagement and commitment. Businesses whose financial and ethical values (for example, ESG responsibilities) rest in large part on their brand lo ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Touchpoint
Pre-purchase, purchase and post-purchase The consumer decision-making process is highly influenced by brand touch-points; Touch-points influence the pre-purchase, purchase and post-purchase stages of the decision making process. This is because they are constantly in contact with consumers by way of experiences with a brand or service, advertising (all forms), contact with employees, social media and many other ways.Kotler, P., Burton, S., Deans, K., Brown, L., & Armstrong, G. (2013). ''Marketing'' (9th ed.). NSW: Pearson Australia Group Pty Ltd. Each stage of the decision making process is also an opportunity for the brand to influence the consumer's decisions, regardless of whether or not the consumer has made a decision to purchase. There are many ways in which touchpoints can influence the pre-purchase stage of the consumer decision making process. The pre-purchase stage is said to be one of the most important stages of the consumer decision making process as it is where the ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Experience Management
Experience management is an effort by organizations to measure and improve the experiences they provide to customers as well as stakeholders like vendors, suppliers, employees, and shareholders. The concept posits that experiences comprise distinct economic offerings that create economic value and competitive advantage. Organizations have begun to collect experience data in addition to operational data, since experiences are seen as a competitive advantage. Experience management platforms provide various services to automate the process of identifying and improving experiences across an organization. Broader than customer experience, experience management now encompasses customer experience along with other areas, such as brand experience, employee experience and product experience, which are all seen as interrelated. History In 1994 Steve Haeckel and Lou Carbone collaborated on a seminal early article on experience management, titled "Engineering Customer Experiences", where ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Marketing Mix
The marketing mix is the set of controllable elements or variables that a company uses to influence and meet the needs of its target customers in the most effective and efficient way possible. These variables are often grouped into four key components, often referred to as the "Four Ps of Marketing." These four P's are: * Product: This represents the physical or intangible offering that a company provides to its customers. It includes the design, features, quality, packaging, branding, and any additional services or warranties associated with the product. * Price: Price refers to the amount of money customers are willing to pay for the product or service. Setting the right price is crucial, as it not only affects the company's profitability but also influences consumer perception and purchasing decisions. * Place (Distribution): Place involves the strategies and channels used to make the product or service accessible to the target market. It encompasses decisions related to ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
