The Keywords of Viral CX

Customer Experience (CX)

All interactions and feelings a customer has with your company before, during, and after the purchase process, including service quality, website usability, brand image, and more.

Customer Journey

The complete sum of experiences that customers go through when interacting with your company and brand, from initial contact to post-purchase support.

Customer Satisfaction

A measure of how products or services meet or exceed customer expectations, typically assessed through surveys, feedback, and other evaluation methods.

Customer Loyalty

The likelihood of customers continuing to do business with your company and recommending your products or services to others, driven by positive experiences and trust.

Customer Advocacy

When customers actively promote and defend your brand, sharing their positive experiences with others and helping to attract new customers through word-of-mouth.

Feedback Integration

The collection and incorporation of real-time feedback from customers and employees to continuously improve the customer experience and address any pain points promptly.

Real-Time Feedback

Immediate collection and utilization of feedback from customers and employees to make swift improvements and adjustments to the customer journey.

Customer Journey Mapping

Creating a visual representation of your customer’s interactions with your brand to understand their behavior, identify pain points, and find areas for improvement.

Customer Expectations

The preconceived standards and beliefs that customers hold about your products or services, influencing their overall satisfaction and perception of your brand.

Expectation Management

The process of aligning customer expectations with the actual performance and delivery of your products or services to ensure satisfaction and reduce the likelihood of disappointment.

Viral CX

An AI-powered platform designed to help businesses create and continuously refine customer-centric strategies. By leveraging real-time feedback and advanced analytics, Viral CX ensures your customer journeys are always optimized and aligned with your business goals.

AI-Powered Customer Journey Mapping

Utilizes artificial intelligence to analyze your company’s vision, mission, values, and ideal customer profile to create customized customer journey maps that align with your business objectives.

Pre-Built Journey Maps

Ready-made customer journey maps provided by Viral CX that cover essential touchpoints and interactions, allowing businesses to quickly implement and customize them to fit their specific needs.

AI-Driven Targeting

Using artificial intelligence to handle the onboarding and targeting processes, ensuring that marketing strategies are precisely aligned with business goals and customer needs.

Tailored Content Creation

The development of personalized content that resonates with your target audience at every interaction point, enhancing engagement and driving conversions.

Journey Map Repository

A centralized collection of customer journey maps organized hierarchically, making it easy for different departments to access and utilize relevant maps for their specific needs.

Journey Governance

Establishing guidelines and decision-making processes to ensure effective management and execution of customer journey strategies, including setting objectives and allocating resources.

Strategy Alignment

Ensuring that your business strategies are in sync with your customer journey maps and overall business goals, facilitating cohesive and effective execution across all teams.

Transparency in Strategy

Making your business strategies clear and accessible to the entire organization, promoting collaboration, accountability, and a unified approach to achieving goals.

Collaboration Tools

Tools that facilitate seamless teamwork and communication, allowing your team to work together efficiently on journey maps, strategies, and other marketing initiatives.

Real-Time Analytics

The continuous monitoring and analysis of key metrics related to customer behavior and marketing performance, enabling data-driven decision-making and strategy adjustments.

OKR (Objectives and Key Results)

A goal-setting framework that helps organizations define measurable goals and track their outcomes, ensuring alignment and focus across the entire organization.

Clear Objectives

Setting and defining specific, measurable goals that guide the organization’s efforts towards achieving its strategic aims.

Key Results

Quantifiable outcomes used to measure the achievement of objectives, providing a clear indication of progress and success.

Data-Driven Decisions

Making informed business decisions based on collected data and analytics rather than intuition or guesswork, leading to more effective and measurable outcomes.

Strategy Alignment

Aligning your business strategies with your OKRs to ensure that all efforts are directed towards common goals, enhancing organizational coherence and effectiveness.

Transparency in Strategy

Ensuring that OKRs and strategic goals are clearly communicated and accessible to the entire organization, fostering a culture of accountability and collaboration.