Glossary
Referral
customer experience
A new customer acquisition who has been made aware of a company via recommendation from others. For instance, word-of-mouth referrals are customers who are referred to a company on the recommendation of others or via other channels (e.g. social media, review sites, blogs, etc). Other types of referrals include paid referrals (i.e., customers who are acquired via paid advertising, such as digital ads, out of home campaigns, print media, TV, etc.)
Experience 101
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