Part of Data & Insights (The Senses) | Company
A review of the end-to-end customer experience, including website, store, packaging, service, sales process, onboarding, and communications. It focuses on friction, inconsistency, and broken moments.
Promotions cannot outrun a poor experience forever. Fixing friction often improves conversion and retention more reliably than adding more spend.
Related terms: Commercial Review, Effectiveness Measurement, Environmental Scanning
Back to: Data & Insights Glossary | Full Glossary