5a. Culture and Accountability - Part 1 Flashcards
Many reward, recognition, and incentive programs focus only on individual accomplishments, causing companies to miss which of the following?
A) Celebrating the company locations that excel
B) Recognizing the management team that produces high quality
C) Celebrating the individual that collectively demonstrates excellence
D) Celebrating the teams that collectively demonstrate excellence
D) Celebrating the teams that collectively demonstrate excellence
Which of the following MOST impacts customer retention?
A) Current market trends in technology
B) Customer engagement
C) Price of goods or services
D) Quality of goods or services
B) Customer engagement
Which of the following should be central to the framework of company reorganization?
A) Analysis and insight
B) Operating model design
C) Strategy
D) The customer
D) The customer
Sometimes employees seem to be resisting change when the real problem is [xxxxxxxx]?
A) They don’t understand what is expected of them
B) They don’t understand the company brand
C) They don’t understand the overall vision
D) They don’t understand the interaction points of employees
A) They don’t understand what is expected of them
Once employees know what they are supposed to do to transform the customer experience they can be motivated by?
A) Understanding what’s in it for them
B) Knowing how the competitors are doing
C) Reading customer experience principles in corporate communications
D) Seeing regular celebrations of customer-centric employees
D) Seeing regular celebrations of customer-centric employees
Which of the following BEST defines “emotional intelligence”?
A) Emotional responses that are instinctive, such as fear or joy
B) Quality emotional responses, such as empathy and authenticity
C) The ability to elicit emotions from other people
D) The lack of ability to read emotions in other people
B) Quality emotional responses, such as empathy and authenticity
Case analysis: A customer visits a retail phone store and inquires about prepaid phone plans. The employee does not know much about prepaid plans, which makes the customer feel like he is not getting the best deal. Which of the following root causes BEST explains how this resulted in a negative customer experience?
A) Customer experience will improve once wait time is eliminated to embed the closing procedure with customer focus
B) Lack of appropriate and consisting training across all sales employees
C) Process not being adhered to or misalignment of process with customer-centric culture
D) Service operating model does not allow optimal customer service flow
B) Lack of appropriate and consisting training across all sales employees
The following are strategies to energize employees EXCEPT:
A) The power to grow a company
B) The power to help someone
C) The power to make people’s lives easier
D) The power to solve problems
A) The power to grow a company
Which of the following customer experience components is often the most powerful of all the components of CX?
A) Customer experience strategy
B) Customer-centric culture
C) Experience design and improvement
D) VOC, customer insight, and understanding
B) Customer-centric culture
Companies that design cross-functional working & accountability into their core business processes establish all the following EXCEPT:
A) Establish authority and governance
B) Establish clear ownership
C) Establish increased customer churn
D) Establish performance expectations
C) Establish increased customer churn
Companies should modify their old training programs to include content specific to delivering which of the following?
A) Their new delivery policy
B) The new customer interaction incentive
C) Their new intended experience
D) Their new intended concept
C) Their new intended experience
When people are trusted to do their job and are given clear expectations rather than an instruction manual, they feel [xxxxxxx]?
A) More valued
B) More complete
C) More competent
D) More reliable
A) More valued
All the following are part of Employee Engagement EXCEPT:
A) Inform employees
B) Inspire employees
C) Instruct employees in the desired outcomes
D) Insist they do what you say without question
D) Insist they do what you say without question
Which of the following is described as the inspiration behind the customer experience movement?
A) Budgets
B) Empathy
C) Roadmaps
D) Technology
B) Empathy
Which of the following motivates employees to go above and beyond the call of duty to provide a memorable customer experience?
A) Motion
B) Method
C) Morale
D) Money
C) Morale
Which of the following motivates employees greatly?
A) Feeling connected to other employees
B) Feeling understood by management’s vision
C) Feeling connected to the brand promise
D) All the above
C) Feeling connected to the brand promise
Explanation: B is the option that is not true, as management’s vision is about a shared idea about winning customers.
Which of the following steps of using mobile banking will BEST enable the experience of a unique or optimized functionality?
A) Awareness
B) Consideration
C) Enrollment
D) Usage
D) Usage
Which of the following strategies for Embedding Customer-Centricity into Your Organization BEST describes creating customer profile data that allows the company to gain deep insight into the varying needs of the different customer segments?
A) Engage the back office
B) Feedback drives continuous improvements
C) Understanding your customer
D) Visible customer-focused leadership
C) Understanding your customer
Which of the following is the BEST definition of a “formal recognition program”?
A) One that clearly defines employees’ roles and responsibilities and upholds a customer-centric culture
B) One that has a structured nomination and selection process with defined criteria linked to organizational values and goals
C) One that measures the employees’ efforts and rewards based on customer satisfaction
D) One that prizes employee motivation and customer satisfaction over profits
B) One that has a structured nomination and selection process with defined criteria linked to organizational values and goals
Which of the following is essential when building the right company culture?
A) It must adhere to the core values.
B) It must be authentic.
C) It must be inclusive.
D) All the above
D) All the above
The following are increased by companies that do not deliver excellent customer journeys, EXCEPT?
A) Company cost
B) Complaints growth
C) Employee satisfaction
D) Employee attrition
C) Employee satisfaction
Which of the following BEST describes the relationship between good customer experiences and employee engagement?
A) Good customer experiences have fewer engaged employees
B) Good customer experiences have more engaged employees
C) Poor customer experiences have more engaged employees
D) There is no measure between customer experiences and engaged employees
B) Good customer experiences have more engaged employees
When organizations motivate employees to change their behaviors, and in order to make it happen provide customer-centric communications and training, it is referred to as which of the following?
A) Secure executive support
B) Build a customer experience team to lead the transformation
C) Create a shared understanding of the intended experience
D) Rally and align all employees to the cultural transformation
D) Rally and align all employees to the cultural transformation
Company C holds employee meetings and shares customer-centric success stories. Which of the following descriptions does Company C exemplify?
A) Alleviating top-down management approaches
B) Building a company culture
C) Creating hostile competition
D) Negotiating employee standards of practice
B) Building a company culture