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CCXP: By Competencies > 5a. Culture and Accountability - Part 1 > Flashcards

5a. Culture and Accountability - Part 1 Flashcards

1
Q

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

A

D) Celebrating the teams that collectively demonstrate excellence

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2
Q

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

A

B) Customer engagement

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3
Q

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

A

D) The customer

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4
Q

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

A) They don’t understand what is expected of them

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5
Q

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

A

D) Seeing regular celebrations of customer-centric employees

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6
Q

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

A

B) Quality emotional responses, such as empathy and authenticity

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7
Q

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

A

B) Lack of appropriate and consisting training across all sales employees

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8
Q

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

A) The power to grow a company

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9
Q

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

A

B) Customer-centric culture

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10
Q

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

A

C) Establish increased customer churn

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11
Q

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

A

C) Their new intended experience

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12
Q

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

A) More valued

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13
Q

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

A

D) Insist they do what you say without question

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14
Q

Which of the following is described as the inspiration behind the customer experience movement?

A) Budgets

B) Empathy

C) Roadmaps

D) Technology

A

B) Empathy

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15
Q

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

A

C) Morale

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16
Q

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

A

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.

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17
Q

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

A

D) Usage

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18
Q

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

A

C) Understanding your customer

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19
Q

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

A

B) One that has a structured nomination and selection process with defined criteria linked to organizational values and goals

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21
Q

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

A

D) All the above

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21
Q

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

A

C) Employee satisfaction

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22
Q

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

A

B) Good customer experiences have more engaged employees

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23
Q

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

A

D) Rally and align all employees to the cultural transformation

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24
Q

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

A

B) Building a company culture

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25
Q

Which of the following Employee Engagement principals is reflected when a company provides employees the information they need to understand the organization’s vision

A) Instruct

B) Inform

C) Involve

D) Incent

A

B) Inform

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26
Q

Companies should find the employees who share their values and then do which of the following?

A) Teach them values

B) Teach them the skills they need to know

C) Teach them proper behavior

D) Teach them about profit-sharing

A

B) Teach them the skills they need to know

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27
Q

An app based customer experience strategy must answer all the following questions EXCEPT:

A) When are we building a mobile app?

B) How best are we going to build an app in terms of cost-effectiveness, productivity, and profit?

C) Will our customers stay or leave for our competitors?

D) Are our customers’ goals better supported with a mobile site or a mobile app?

A

C) Will our customers stay or leave for our competitors?

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28
Q

All the following are key factors that determine rewards programs effectiveness EXCEPT:

A) Cost

B) Data

C) Dividends

D) Program Evaluation

A

C) Dividends

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29
Q

Which of the following BEST describes “churn”?

A) When engaged customers buy more products or services

B) When engaged customers convert potential customers to switch

C) When engaged customers give more feedback to the company

D) When disengaged customers leave a company

A

D) When disengaged customers leave a company

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30
Q

During a service interaction, an agent notices a customer buys airline tickets frequently. As a result, the agent highlights the free access to airport lounges the customer may take advantage of in the future. Which of the following techniques has the agent used during the interaction?

A) Active listening

B) Upselling

C) The profitability matrix

D) Ease of use

A

A) Active listening

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31
Q

Which of the following strategies best motivates employees to increase profits for their organization?

A) Hiring employees who understand profit margins

B) Inviting employees to be shareholders

C) Making promotion of employees contingent on sales

D) Training employees effectively

A

B) Inviting employees to be shareholders

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32
Q

Employees need a constant flow of communications about company priorities and what’s expected of them. Which of the following is NOT one of the INFORM EMPLOYEES best practices?

A) Follow a thorough communication plan

B) Create opportunities for customers to provide suggestion to best develop interactions

C) Create opportunities for employees to hear from customers

D) Communicate across multiple channels

A

B) Create opportunities for customers to provide suggestion to best develop interactions

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33
Q

Which of the following is described as the MOST CURRENT economy?

A) Agrarian economy

B) Experience economy

C) Industrial economy

D) Service economy

A

B) Experience economy

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34
Q

Studies have shown performance discrepancies between employees and customers are a result of which of the following?

A) Ideological differences between employees and customers

B) Different interpretations of the customer experience

C) Strict rules created by company policies

D) Substandard products being offered

A

B) Different interpretations of the customer experience

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35
Q

Employees need to know what they need to do differently in order to do which of the following?

A) Be helpful

B) Be encouraged

C) Be paid

D) Be aligned to the change

A

D) Be aligned to the change

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36
Q

Which of the following is an example of a “recognition scheme”?

A) Giving employees prizes

B) Identifying company weaknesses

C) Redesigning customer experiences

D) Retraining managers

A

A) Giving employees prizes

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37
Q

All the following are best practices for helping employees feel respected EXCEPT:

A) Being transparent

B) Getting rid of bad managers

C) Recognizing employee contributions

D) Reprioritizing the company’s mission statement

A

D) Reprioritizing the company’s mission statement

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38
Q

The owner of Company C raised prices on products, in some cases doubling them, and still, the sales volume increased. Which of the following is LEAST likely to be a contributor in this scenario?

A) The company celebrated the success of each employee

B) The company offered a quality product

C) The company’s customers were delighted

D) The company’s employees were inspired

A

A) The company celebrated the success of each employee

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39
Q

Improved customer experience from engaged employees drives all the following EXCEPT:

A) More sales and more recommendations from customers

B) The bottom line because they are less likely to take a sick day

C) More likely to recommend a friend to apply for a job

D) More customer diversity and cultural interactions

A

D) More customer diversity and cultural interactions

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40
Q

Companies have to influence, shape and galvanize all of the following, in order for employees to deliver the desired experiences to customers, EXCEPT:

A) Emotions

B) Cognitions

C) Behavior

D) Culture

A

C) Behavior

Explanation: Options A, B and D are what the company need to influence - this will be resulted with C (Behavior) that is the correct answer

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41
Q

Which of the following chain behaviors BEST reflects increased employee safety?

A) Higher engagement; committed employees; lower voluntary turnover

B) Higher engagement; increased discretionary effort; improved client service; better customer experience

C) Higher engagement; lower absenteeism and higher focus

D) Higher engagement; more focus; fewer mistakes

A

D) Higher engagement; more focus; fewer mistakes

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42
Q

When employees fail to understand the intended experience they should deliver, it is referred to as which of the following pitfalls to customer centricity?

A) Loss of interest

B) Lack of clarity

C) Misinformed vision

D) Failure to buy-in

A

B) Lack of clarity

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43
Q

Which of the following strategies for Embedding Customer-Centricity into Your Organization BEST describes utilizing social media channels and listening to customer opinion?

A) Empower the frontline

B) Engage the back office

C) Feedback drives continuous improvements

D) Metrics that matter

A

C) Feedback drives continuous improvements

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44
Q

Which of the following is a key component of success in companies integrating their customer experience principles into corporate communication?

A) Consistency and balance

B) Consistency and effort

C) Consistency and repetition

D) Consistency and alliteration

A

C) Consistency and repetition

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45
Q

Customers’ contacts to a company may become spam if which of the following occurs?

A) Not enough market competition

B) Not enough touchpoints

C) Too many touchpoints

D) Too much internal siloing

A

C) Too many touchpoints

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46
Q

Which of the following is a smaller, more informal way to increase in-person accessibility of senior executives ?

A) All-day seminars

B) Hour-long employee roundtables

C) Live satellite feeds

D) Virtual meetings

A

B) Hour-long employee roundtables

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47
Q

If employee engagement is important to the growth of the customer experience program, then companies need to do which of the following?

A) Measure it

B) Enhance it

C) Memorialize it

D) All the above

A

D) All the above

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48
Q

Since not all lessons can be taught in centralized classrooms, companies deliver high-quality training to employees where they are and when they need it using which of the following?

A) Easy-to-use modules

B) Easy-to-digest modules

C) Easy-to-deliver modules

D) All the above

A

D) All the above

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49
Q

Every organization that has placed customers at the core must also place which of the following at the center as well?

A) Costs

B) Employees

C) Brand

D) Policy

A

B) Employees

50
Q

All the following are qualities customer-centric companies look for when hiring employees EXCEPT:

A) Employees that are aligned with company core values

B) Employees that are aligned with company standard practices

C) Employees that are aligned with the company’s mission

D) Employees that are aligned with the company’s vision

A

B) Employees that are aligned with company standard practices

51
Q

All the following help improve the quality of service provided by employees EXCEPT:

A) Increasing the customer’s products

B) Capturing and using customer insights

C) Conducting a root cause analysis when problems arise

D) Employee Training

A

A) Increasing the customer’s products

52
Q

What do startup teams design that innovatively increase a customer-centric work environment?

A) Clever business tricks to drive ambition

B) Services they want to experience in their own lives

C) Strong empirical itemizations of customer desires

D) Unique policies and company standards

A

B) Services they want to experience in their own lives

53
Q

Which of the following customer experience components consists of practices that create a system of shared values and behaviors that focus employees on delivering a great customer experience?

A) Metrics and Measurement

B) Customer-centric culture

C) Experience design and improvement

D) VOC, customer insight, and understanding

A

B) Customer-centric culture

54
Q

Which of the following best exemplifies an organization with a customer-centric culture?

A) An 800-number clearly shown on a website for customer contact

B) Low-cost shipping on returns

C) A 30-day return policy

D) A call center where employees work with scripts

A

A) An 800-number clearly shown on a website for customer contact

55
Q

Organizations that enthusiastically embrace formal and informal recognition programs to improve employee engagement, do which of the following to their competition?

A) Energize them

B) Encourage them

C) Outperform them

D) Deny them

A

C) Outperform them

56
Q

Which of the following survey techniques minimizes respondent fatigue?

A) Anonymity

B) Cost control

C) Monthly pulses

D) Randomized sampling

A

D) Randomized sampling

57
Q

All the following are examples of customer feedback systems EXCEPT:

A) Customer complaints

B) Customer compliments

C) Customer recruitment

D) Customer surveys

A

C) Customer recruitment

58
Q

Which of the following is NOT necessary to creating and sustaining a customer-centric culture?

A) Secure executive support

B) Change all marketing material

C) Create a shared understanding of the intended experience

D) Build a customer experience team that is accountable to lead the transformation

A

B) Change all marketing material

59
Q

Before you embark on a customer-experience transformation you must understand all the following EXCEPT:

A) Your mission

B) Your values

C) Your cost effectiveness

D) Your vision

A

C) Your cost effectiveness

60
Q

The best companies recognize that front-line staff is also a rich source of which of the following?

A) Customer beliefs

B) Customer insights

C) Customer dissatisfaction

D) Customer complaints

A

B) Customer insights

61
Q

Which of the following BEST describes the key to successful rewards programs?

A) Offering a handful of products and services to determine customer preferences

B) Offering differentiated products and services based on customer purchase patterns

C) Offering differentiated products based on market trends

D) Offering products and services on a short-term basis to customers

A

B) Offering differentiated products and services based on customer purchase patterns

62
Q

Which of the following BEST defines the “quit & stay” phenomenon?

A) When disengaged customers emotionally quit a company, but continues to purchase their goods or services

B) When disengaged employees mentally quit, but physically stays

C) When engaged customers quit consuming from companies that do not deliver customer-centric services, and engage with a competitor that does

D) When engaged employees quit old ways of delivering goods and services and stay on with their employer

A

B) When disengaged employees mentally quit, but physically stays

63
Q

Companies should measure the cost of the reward and recognition system and compare the cost to which of the following?

A) The employee demand

B) The energy created

C) The expectations gained

D) The benefits gained

A

D) The benefits gained

64
Q

Although there are limits to what management can do, by taking tangible action to address employees’ concerns you demonstrate which of the following?

A) The strength of your character

B) The strength of your commitment to employees

C) The strength of your concern

D) The strength of your communication

A

B) The strength of your commitment to employees

“

65
Q

Companies with higher-than-average levels of engagement with their customers have all the following EXCEPT:

A) Higher productivity

B) Lower employee turnover

C) Higher customer satisfaction

D) Higher customer concerns

A

D) Higher customer concerns

66
Q

Connecting employees to the organization’s vision and values so that they believe it matters and take pride in their job, is BEST described by which aspect of Employee Engagement?

A) Involving

B) Instructing

C) Inspiring

D) Informing

A

C) Inspiring

67
Q

Which of the following does not help employees put into practice process improvement?

A) Hide the results of the implemented process improvement

B) Provide immediate feedback

C) Encourage and reward change behavior

D) Provide trainings

A

A) Hide the results of the implemented process improvement

68
Q

All the following are solutions for increasing company transparency EXCEPT:

A) Distributing information to upper-level executives only

B) Sharing information on engagement, loyalty, and feedback performance

C) Sharing information on levels of the executive office to front lines

D) Using a centralized system of reporting and dashboards

A

A) Distributing information to upper-level executives only

69
Q

All the following are reasons for gathering customer compliments EXCEPT:

A) It can boost the employee morale

B) It can confirm the effectiveness of the management program

C) It can qualitatively measure engagement

D) It can quantifiably combat customer complaints

A

D) It can quantifiably combat customer complaints

70
Q

The introduction of which of the following created an environment where customers began asking more from companies?

A) The end-to-end experience

B) The Internet

C) The regression equation

D) Social media sites

A

B) The Internet

71
Q

In order for employees to deliver a great experience to customers, they must be given which of the following?

A) A common definition for the customer experience

B) An elaborate list of the company’s values

C) A detailed script of performance actions

D) A general description of their job tasks

A

A) A common definition for the customer experience

72
Q

Which of the following BEST describes employees who provide higher levels of service quality and production, who strive for recognition, and are highly competent?

A) Company focused swing employees

B) Retired employees

C) Disengaged employees

D) Engaged employees

A

D) Engaged employees

73
Q

Which of the following definitions BEST describes “internal customers”?

A) Frequent customers who do not work for the company

B) Behind the scenes employees who rely on service representatives

C) Mystery shoppers from a third-party company

D) New customers who are unfamiliar with the company

A

B) Behind the scenes employees who rely on service representatives

Explanation: service representatives are an example of front line staff who communicate directly with customers on regular basis, thus gaining insights and understanding of customers’ needs, expectations, pain points. Other employees - the “internal customers” can gain from getting this information as well as using the front line staff to communicate the company messages back to the external customers.

74
Q

Technological advances have made it much easier for business enterprises to understand customers on which of the following?

A) Group status

B) Individual and personal basis

C) Educational levels

D) Ethnic diversity

A

B) Individual and personal basis

75
Q

Which of the following is the first step in managing employee engagement?

A) Building a customer-centric environment

B) Delivering the company’s mission statement to employees

C) Focusing on customer satisfaction surveys

D) Promoting top-performing employees

A

B) Delivering the company’s mission statement to employees

76
Q

All the following are principles used to embed customer experience into the organization EXCEPT:

A) Provide training on how to deliver the intended experience

B) Ignore the employee experience

C) Update employee competency models to include customer experience principles

D) Redesign employee incentives to reward customer centricity

A

B) Ignore the employee experience

77
Q

Which of the following customer experience components communicates the importance of CX to employees, customers, shareholders, and other partners?

A) Customer-centric culture

B) VOC, customer insight, and understanding

C) Experience design and improvement

D) Metrics and Measurement

A

A) Customer-centric culture

78
Q

In order to guide their decision-making and actions, some of the most successful companies use which of the following?

A) A set of old policies and guidelines

B) A set of incentives and benefits

C) A set of core values

D) A set of untested beliefs and priorities

A

C) A set of core values

79
Q

Employees are exposed to many messages at work every day. In order to stand out to employees over time, CX professionals should put in place which of the following?

A) Detailed brand messages

B) Inspired incentive packages

C) Well-defined communication strategies

D) Well-executed delivery plans

A

C) Well-defined communication strategies

80
Q

Describing why the transformation will benefit employees directly can help employees change even though:

A) Humans are intellectually inferior to change

B) Humans are hardwired to be resistant to change

C) Humans are socially offended by change

D) Humans are culturally resistant to change

A

B) Humans are hardwired to be resistant to change

81
Q

Which of the following steps for using mobile banking will allow your customers to sign up for it?

A) Awareness

B) Consideration

C) Enrollment

D) Usage

A

C) Enrollment

82
Q

From the following, where improving the experience will make the greatest difference for the customers?

A) At the entrance level

B) At the corporate level

C) At the bottom line

D) At the front line

A

D) At the front line

83
Q

Which of the following can be defined as the core of the customer-centric approach to doing business?

A) Defining everything the company is doing in terms of its customers

B) Moving the organization’s center of gravity outside the organization, closer to the customer

C) Having each current and prospective customer at the center of business and operating models

D) All the above

A

D) All the above

84
Q

All the following are forms of measuring employee engagement EXCEPT:

A) Likelihood to recommend company products or services

B) Likelihood to change jobs

C) Likelihood to meet sales quota

D) Likelihood to recommend as a great place to work

A

C) Likelihood to meet sales quota

85
Q

CX professionals cannot drive employee engagement on their own; it requires support from across which of the following?

A) Organization

B) Customers

C) Entrepreneurs

D) Investors

A

A) Organization

86
Q

Being able to put yourself in your customers’ shoes and seeing the world from their perspective is essential for which of the following?

A) Proposition development

B) Innovation

C) Effective strategizing

D) All the above

A

D) All the above

87
Q

Which of the following sharing techniques is LEAST important for building a customer-centric workplace?

A) Focusing on the top few examples of customer-centric experiences

B) Managers praising employees for customer-centric work

C) Posting customer-centric experiences for all employees to see

D) Sharing positive customer-centric experiences

A

A) Focusing on the top few examples of customer-centric experiences

88
Q

Which of the following BEST describes this motto: “Good news is no news; no news is bad news; bad news is good news”?

A) Creating transparency to increase employee engagement

B) Delivering employee engagement strategies to reduce turnover

C) Disenfranchised customers’ descriptions of companies they give low rank to

D) Embracing negative feedback from customers to improve the company

A

D) Embracing negative feedback from customers to improve the company

89
Q

Which of the following steps for using mobile banking relates to explaining the benefits of mobile banking?

A) Awareness

B) Consideration

C) Enrollment

D) Usage

A

A) Awareness

90
Q

Well-defined communication strategies include consistent themes and which of the following?

A) Distinctive incentives

B) Feedback priorities

C) Survey scores

D) Distinctive and consistent branding

A

D) Distinctive and consistent branding

91
Q

Which of the following explains why employee rewards and incentives should be more than merely financial?

A) The corporation cannot fairly accommodate financial incentives for everyone

B) The corporation should be sensitive to the various motivations of its employees

C) The employee has already negotiated a fair salary

D) Employees does not desire financial incentives, unless they are high enough

A

B) The corporation should be sensitive to the various motivations of its employees

92
Q

Which of the following will be influenced by the use of formal and informal recognition programs as part of Customer Experience Management?

A) Employee behavior

B) Employee hours

C) Employee health

D) Employee discounts

A

A) Employee behavior

93
Q

All the following are different points where a customer interacts with a brand EXCEPT

A) In person

B) From other customers

C) Social media

D) Website

A

B) From other customers

94
Q

At what level should a company’s customer experience be defined?

A) Cross-level third party consultants

B) Ground level employees

C) Mid-level management

D) Top level leadership

A

D) Top level leadership

95
Q

Because providing a reward for one person may not be a reward for another, it is important to provide which of the following?

A) Single rewards

B) Wide varieties of rewards

C) Strictly cash rewards

D) Emotional rewards

A

B) Wide varieties of rewards

96
Q

Implementing tools that provide a 360-degree view of customers has gains for the company, These gains include an understanding of all the following EXCEPT:

A) Customer behaviors

B) Customer information

C) Customer preferences

D) Customer recruitment

A

D) Customer recruitment

Explanation: options A, B and C are about “WHO” the customers are, but option D is about the “HOW” to get them to be our customers.

97
Q

Which of the following properly defines the term “customer managed relationships” (CMR)?

A) An approach to managing a company’s interaction with current and future customers

B) A customer-centric approach whereby customers’ needs and satisfaction comes before anything else

C) A customer-centric approach to building an effective relationship between a brand and its customers

D) A strategy where customers can personalize their experiences and exercise more control over how they engage with a brand

A

D) A strategy where customers can personalize their experiences and exercise more control over how they engage with a brand

98
Q

Focus on brand training enables people to turn company and brand values into which of the following?

A) Cost appreciation

B) Caring attitude

C) Competitive advantage

D) Clear perspective

A

C) Competitive advantage

99
Q

Which of the following scenarios is the best example of building a relationship with a customer rather than simply servicing a transaction?

A) An airline attendant offers the passenger a choice of peanuts, crackers, or pretzels as a snack for the flight.

B) A retail store clerk notices his customer has purchased baby food and reminds the customer the store has diapers on sale all this week.

C) A mechanic, while changing the oil in a customer’s car, upgrades to using premium oil, charging the customer the extra cost.

D) The waitress at a local restaurant reminds all her customers that the restaurant no longer includes the tip in the final cost of the meal.

A

B) A retail store clerk notices his customer has purchased baby food and reminds the customer the store has diapers on sale all this week.

100
Q

Once employees have bought into the transformation of the customer experience, organizations must change supporting policies and processes to reinforce the new behaviors. This means updating all the following practices to prioritize customer centricity EXCEPT:

A) Training

B) Hiring

C) Removing

D) Compensating

A

C) Removing

101
Q

According to Herzberg’s Two-Factor Theory, which of the following is the LEAST likely to result in a dissatisfied employee?

A) Employee feels their achievments are not recognized by their manager

B) Employee feels they are under paid

C) Employee feels they have not been given adequate training

D) Employee feels the work environment is not safe

A

A) Employee feels their achievments are not recognized by their manager

Explanation: Basic hygeiene factors are not met in B, C and D.

102
Q

Which of the following is the LEAST likely to provide long-term motivation and performance to wait staff at a local business?

A) Helping employees to see how their work benefits customers’ lives

B) Matching whatever tips come in at the end of the day

C) Providing extra days vacation as rewards for superior service

D) Donating to a charity of the employee-of-the-month’s choice

A

B) Matching whatever tips come in at the end of the day

Explanation: If tipping drops for any reason, the motivator is now lost. The other options are long-term strategies and tap into internal motivators.

103
Q

Which of the following is the MOST important step in producing a customer-centric culture?

A) Hiring customer-centric people

B) Providing world class orientation

C) Providing world class customer service training

D) Reinforcing the company values at every opportunity

A

A) Hiring customer-centric people

Explanation: Hiring people who are great cultural fits for your organization and natually customer centric is a much more successful strategy than hiring bad fits and then having to train them and reinforce your values.

104
Q

The CX vision looks at four key components, focusing on customer-centricity, gathered using a variety of tools. The four key components of the CX vision and leadership are customers’ [XXXXXXXX]:

A) Needs, Wants, Circumstances, Emotions

B) Needs, Experiences, Emotions, Expectations

C) Needs, Wants, Expectations, Emotions

D) Needs, Expectations, Experiences, Circumstances

A

C) Needs, Wants, Expectations, Emotions

Expalanation: The four key components of CX vision and leadership are:
* Needs are the primary reason for being. What do customers desire from your product, service, or organization?
* Want is the core job-to-be-done or the achievement that customers desire from the company. What underlying purpose is the customer trying to achieve?
* Expectations play a significant role in decision-making. What preconceived notions do customers have about the experiences they are considering using from your company
* Emotions and the company response to them make or break the customer experience. How do customers feel when interacting with the company about the task at hand or the desired outcome?

105
Q

CEOs and CX leaders are aligned on the fact that employees’ enablement is a crucial element, that cannot be overlooked, for becoming customer-centric and deliver consistent outcomes. Which of the following employees play this critical role in the effectiveness of delivering value to customers?

A) Frontline Workers as they are the face of the company from customers’ point of view and Marketing, Product and others who create the products and deliver the promises.

B) Back office staff as they are the ones that makes things happen for customers and they follow processes at the back, that customers don’t see but experience.

C) Operation staff and managers, like HR, Finance, Strategy, Logistic, Delivery and more. As without them the company and its employees would probably not function.

D) All of the above

A

D) All of the above

106
Q

Desirable outcome that may be expected in a truly customer-centric organization with a strong CX vision is:

A) All internal efforts including products, features, services, and processes are aligned, ensuring optimal solutions

B) The company has early opportunities to course correct and realign to customer needs.

C) Rolling out new processes, features, services, etc. are all much smoother.

D) All of the above

A

D) All of the above

Explanation: In truly customer-centric organizations with a strong CX vision, teams are aligned and empowered with the ability to deliver value for customers. Employees are encouraged and excited to engage with customers when their actions receive feedback. They need access to tools and resources to assist customers and make decisions to overcome challenges that customers are experiencing.

Each of these must be elements brought together in a shared vision. Desirable outcomes that the organization may expect include:
* All internal efforts including products, features, services, and processes are aligned, ensuring optimal solutions.
* When all team members share a common vision and are working in alignment, everyone contributes to success.
* The company has early opportunities to course correct and realign to customer needs.
* Rolling out new processes, features, services, etc. are all much smoother.
* Smaller changes lead to larger steps toward customer centricity

107
Q

There are several ways to design a customer-focused organization: Decentralized, Centralized, Hybrid, Federated Customer-Experience Model. In which two, there is no decision authority to a CX team?

A) Decentralized & Hybrid

B) Decentralized & Centralized

C) Hybrid & Federated CX Model

D) Federated CX Model & Centralized

A

A) Decentralized & Hybrid

108
Q

There are several ways to design a customer-focused organization: Decentralized, Centralized, Hybrid, Federated Customer-Experience Model. In which two, CX team is acting as CoE (Center of Excellence)?

A) Decentralized & Hybrid

B) Decentralized & Centralized

C) Hybrid & Federated CX Model

D) Federated CX Model & Centralized

A

D) Federated CX Model & Centralized

109
Q

Failure to consider change management processes can lead to any of the following setbacks. Which one is the MOST important for the customers?

A) A decline in productivity output

B) Turnover/departures of employees

C) Division between employees and leadership

D) Intended change not being embraced or sustainable

A

D) Intended change not being embraced or sustainable

Explanation: The other 3 options are internal. If the intended change not being embraced or sustainable - it means that customers’ pain points continue to exist and they don’t see an improvement in their experience.

110
Q

The methodology of Balanced Scorecard connects the drivers to the outcomes with metrics across these four dimensions:

A) Employees, Customers, Competitors, Shareholders

B) Employees, Operations, Customers, Financials

C) Operations, Regulations, Innovations, Financials

D) Operations, Competitors, Customers, Investors

A

B) Employees, Operations, Customers, Financials

Explanation:
* Measurements and metrics start with investing in your employees with development opportunities and high-quality employee services.
* The people and operational goals are linked to targeted customer outcomes creating a better relationship with customers.
* The model assumes that these improved customer outcomes lead to superior financial outcomes.

111
Q

Change management models typically come back to the following four key elements:

A) People, Skills, Technology, Knowledge

B) Technology, Opportunities, Knowledge, Governance

C) People, Process, Technology, Governance

D) Technology, Process, Governance, Skills

A

C) People, Processes, Technology, Governance

112
Q

Out of the following change management obstacles, which one is ranked as the GREATEST obstacle by organizations?

A) Inadequate change management buy-in and resourcing

B) Change-resistant culture and organizational structure

C) Resistance and lack of support for the specific solution

D) Lack of executive support and active sponsorship

A

D) Lack of executive support and active sponsorship

Explanation: Not having an active and visible executive sponsorship is three times more impacting than any other obstacles to change success.

Executives have to
* actively support change managers through the project lifecycle,
* engage in change activities,
* and influence peers to maintain buy-in

113
Q

Which of the following is your “social radar” and is part of your emotional intelligence?

A) Empathy

B) Sympathy

C) Apathy

D) Myopathy

A

A) Empathy

114
Q

Where should companies who wish to fill the gap between a customer-centric culture and customer perception focus?

A) Changing the thinking, habits, and behaviours of customers

B) Beginning with employees and then proceeding to the executive level

C) Changing the thinking, habits, and behaviours of internal steakholders

D) Beginning with customers and then proceeding to the employees

A

C) Changing the thinking, habits, and behaviours of internal steakholders

115
Q

If you want engaged employees, you need to provide them with all the following EXCEPT:

A) Knowledge

B) Skills

C) Ambition

D) Training

A

C) Ambition

Explanation: Ambition is an intrinsic factor, while the rest are recieved from the outside.

116
Q

Which of the following do customer experience professionals need MOST from their executives?

A) Finances

B) Vision

C) Commitment

D) Targets

A

C) Commitment

117
Q

Which of the following BEST describes a “moment of truth” during a customer interaction?

A) Building a customer-centric environment

B) Creating transperancy throughout a company

C) Fixing a customer’s low-priority problem

D) Meeting the satisfaction when a customer’s expectations is highest

A

D) Meeting the satisfaction when a customer’s expectations is highest

118
Q

All the following are principles put into practice in an organization to improve the customer experience EXCEPT:

A) Offer talking points to enhance engagement

B) Listen to your employees and act on their feedback

C) Hire for attitude, not aptitude

D) Give people purpose, not rules

A

A) Offer talking points to enhance engagement

119
Q

Amy is surrounded by co-workers delivering sub-standard customer experience. What is MOST likely that Amy will do?

A) Lower her standards of delivery

B) Not change her standards of delivery

C) Raise standards of delivery

D) Request a promotion or raise

A

A) Lower her standards of delivery

120
Q

All the following can be learned from an insurance company with a successful customer-centric eBusiness strategy EXCEPT:

A) Build a closed loop system with joint data across services, marketing & claims

B) Introduce technological barriers that control customer data flow

C) Serve customers through their preferred medium of communication

D) Provide an online claims status tracking

A

B) Introduce technological barriers that control customer data flow

121
Q

The best employee recognition programs use a combination of formal and informal approaches that balance feedback from:

A) Leaders

B) Peers

C) Customers

D) All of the above

A

D) All of the above

122
Q
A

CCXP: By Competencies (14 decks)

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