Clutter Reels, used in copy testing, are pools of TV commercials (~5) that include the one(s) being tested.
Customer retention is what an organisation measures to understand and consequently reduce customer churn.
For the majority of new product launches (with the exception of durables), success relies on a strong repeat rate.
This is the expected monetary value of a customer, over their lifetime, to a particular product/service/brand.
Copy Testing is a general name for consumer research designed to evaluate or optimize ad content or creative execution.
Customer Experience Optimisation: A company strategy/practice which seeks to maximise the utility of different channels of interaction between customers and the organisation.
Closed Loop Feedback or 'Closing the Loop' is when organisations enable their staff to contact a customer following a critical incident and take appropriate action.
A concept test is the stage in the product development process where a detailed description of a product (and its attributes and benefits) is presented to prospective customers or users, to assess their attitudes and intentions toward the product.
Customer Relationship studies assess all parts of the customer experience (cumulative experiences) to see what influences overall brand preference.
Crisis Management is the handling of a situation or development that could severely damage the organisation, its reputation and its stakeholders.