What is Drop-off?
Drop-off: The point where customers abandon a process.
Where Drop-off fits
Drop-off is part of Journey & Service in Customer Experience. The customer journey covers every touchpoint from discovery to advocacy. Map it, remove friction and drop-off points, and personalize across channels.
Practical tip
Walk the journey as the customer, then remove the biggest pain point.
Related terms
- Customer journey
- All the steps a customer takes from discovering to using your product.
- Pain point
- A specific problem customers want solved.
- Service level agreement
- A promise about the quality and speed of service you will deliver.
- Word of mouth
- Customers recommending you to others on their own.
- Touchpoint
- Any moment when a customer interacts with your company.
- Customer persona
- A fictional profile of a typical customer.
- Omnichannel
- A seamless experience across all channels.
- Personalization
- Tailoring offers to individual customers.
Formulas you will use with it
Test yourself
Which term means: “The point where customers abandon a process.”?
Customer persona · Drop-off · Word of mouth
Answer: Drop-off
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