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CCXP > Customer Centric Culture > Flashcards

Customer Centric Culture 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 which of the following?

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?

Customer experience strategy

Customer-centric culture

Experience design and improvement

VOC, customer insight, and understanding

A

Customer-centric culture

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10
Q

“Companies that design cross-functional working and accountability into their core business processes establish all the following EXCEPT:

Establish authority

Establish clear ownership

Establish increased customer churn

Establish performance expectations

A

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?

Their new delivery policy

The new customer interaction incentive

Their new intended experience

Their new intended concept

A

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 which of the following?

More valued

More complete

More competent

More reliable

A

More valued

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13
Q

“All the following are part of Employee Engagement EXCEPT:

Inform employees

Inspire employees

Instruct employees in the desired outcomes

Insist they do what you say without question

A

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?

Budgets

Empathy

Roadmaps

Technology

A

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?

Motion

Method

Morale

Money

A

Morale

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16
Q

“Which of the following motivates employees greatly?

Feeling connected to other employees

Feeling understood by management’s vision

Feeling connected to the brand promise

All the above

A

Feeling connected to the brand promise

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17
Q

“Which of the following steps for using mobile banking will promote unique or optimized functionality?

Awareness

Consideration

Enrollment

Usage

A

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?

Engage the back office

Feedback drives continuous improvements

Understanding your customer

Visible customer-focused leadership

A

Understanding your customer

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19
Q

“Which of the following is the BEST definition of a ““formal recognition program””?

One that clearly defines employees’ roles and responsibilities and upholds a customer-centric culture

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

One that measures the employees’ efforts and rewards based on customer satisfaction

One that prizes employee motivation and customer satisfaction over profits

A

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

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20
Q

“Which of the following is essential when building the right company culture?

It must adhere to the core values.

It must be authentic.

It must be inclusive.

All the above

A

All the above

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21
Q

“Companies that deliver excellent customer journeys increase which of the following?

Company cost

Purchase points

Employee satisfaction

Employee turnover rate

A

Employee satisfaction

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22
Q

“Which of the following BEST describes the relationship between good customer experiences and employee engagement?

Good customer experiences have fewer engaged employees

Good customer experiences have more engaged employees

Poor customer experiences have more engaged employees

There is no measure between customer experiences and engaged employees

A

Good customer experiences have more engaged employees

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23
Q

“When organizations motivate employees to change their behaviors and provide customer-centric communications and training to help the process along, it is referred to as which of the following?

Secure executive support

Build a customer experience team to lead the transformation

Create a shared understanding of the intended experience

Rally and align all employees to the cultural transformation

A

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?

Alleviating top-down management approaches

Building a company culture

Creating hostile competition

Negotiating employee standards of practice

A

Building a company culture

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25
Q

“To provide employees the information they need to understand the organization’s vision and brand values best describes which of the following Employee Engagement principals?

Instruct

Inform

Involve

Incent

A

Inform

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26
Q

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

Teach them values

Teach them the skills they need to know

Teach them proper behavior

Teach them about profit-sharing

A

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:

When are we building a mobile app?

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

Will our customers stay or leave for our competitors?

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

A

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:

Cost

Data

Dividends

Program Evaluation

A

Dividends

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29
Q

“Which of the following BEST describes ““churn””?

When engaged customers buy more products or services

When engaged customers convert potential customers to switch

When engaged customers give more feedback to the company

When disengaged customers leave a company

A

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?

Active listening

Upselling

The profitability matrix

Ease of use

A

Active listening

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31
Q

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

Hiring employees who understand profit margins

Inviting employees to be shareholders

Making promotion of employees contingent on sales

Training employees effectively

A

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?

Follow a thorough communication plan

Create opportunities for customers to provide suggestion to best develop interactions

Create opportunities for employees to hear from customers

Communicate across multiple channels

A

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?

Agrarian economy

Experience economy

Industrial economy

Service economy

A

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?

Ideological differences between employees and customers

Different interpretations of the customer experience

Strict rules created by company policies

Substandard products being offered

A

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?

Be helpful

Be encouraged

Be paid

Be rewarded for change

A

Be rewarded for change

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36
Q

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

Giving employees prizes

Identifying company weaknesses

Redesigning customer experiences

Retraining managers

A

Giving employees prizes

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37
Q

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

Being transparent

Getting rid of bad managers

Recognizing employee contributions

Reprioritizing the company’s mission statement

A

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?

The company celebrated the success of each employee

The company offered a quality product

The company’s customers were delighted

The company’s employees were inspired

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:

More sales and more recommendations from customers

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

More likely to recommend a friend to apply for a job

More customer diversity and cultural interactions

A

More customer diversity and cultural interactions

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40
Q

“Employee engagement reveals all the following are threads that companies have to influence and galvanize to deliver the desired experiences to customers EXCEPT:

Emotions

Cognitions

Behavior

Culture

A

Behavior

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41
Q

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

Higher engagement; committed employees; lower voluntary turnover

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

Higher engagement; lower absenteeism and higher focus

Higher engagement; more focus; fewer mistakes

A

Higher engagement; more focus; fewer mistakes

42
Q

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

Loss of interest

Lack of clarity

Misinformed vision

Failure to buy-in

A

Lack of clarity

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?

Empower the frontline

Engage the back office

Feedback drives continuous improvements

Metrics that matter

A

Feedback drives continuous improvements

44
Q

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

Consistency and balance

Consistency and effort

Consistency and repetition

Consistency and alliteration

A

Consistency and repetition

45
Q

“Customer contacts become spam when which of the following occurs too often?

Not enough market competition

Not enough touchpoints

Too many touchpoints

Too much internal siloing

A

Too many touchpoints

46
Q

“A smaller, more informal way to increase in-person accessibility of senior executives is which of the following?

All-day seminars

Hour-long employee roundtables

Live satellite feeds

Virtual meetings

A

Hour-long employee roundtables

47
Q

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

Measure it

Submit it

Memorialize it

All the above

A

All the above

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?

Easy-to-use modules

Easy-to-digest modules

Easy-to-deliver modules

All the above

A

All the above

49
Q

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

Costs

Employees

Brand

Policy

A

Employees

50
Q

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

Employees are aligned with company core values

Employees are aligned with company standard practices

Employees are aligned with the company’s mission

Employees are aligned with the company’s vision

A

Employees are aligned with company standard practices

51
Q

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

Increasing the customer’s products

Capturing and using customer insights

Conducting a root cause analysis when problems arise

Employee Training

A

Increasing the customer’s products

52
Q

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

Clever business tricks to drive ambition

Services they want to experience in their own lives

Strong empirical itemizations of customer desires

Unique policies and company standards

A

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?

Metrics and Measurement

Customer-centric culture

Experience design and improvement

VOC, customer insight, and understanding

A

Customer-centric culture

54
Q

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

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

Low-cost shipping on returns

A 30-day return policy

A call center where employees work with scripts

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 financially do which of the following to their competition?

Energize them

Encourage them

Outperform them

Deny them

A

Outperform them

56
Q

“Which of the following survey techniques minimizes respondent fatigue?

Anonymity

Cost control

Monthly pulses

Randomized sampling

A

Randomized sampling

57
Q

“All the following are examples of customer feedback systems EXCEPT:

Customer complaints

Customer compliments

Employee recruitment

Customer surveys

A

Employee recruitment

58
Q

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

Secure executive support

Change all marketing material

Create a shared understanding of the intended experience

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

A

Change all marketing material

59
Q

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

Your mission

Your values

Your cost effectiveness

Your vision

A

Your cost effectiveness

60
Q

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

Customer beliefs

Customer insights

Customer dissatisfaction

Customer complaints

A

Customer insights

61
Q

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

Offering a handful of products and services to determine customer preferences

Offering differentiated products and services based on customer purchase patterns

Offering differentiated products based on market trends

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

A

Offering differentiated products and services based on customer purchase patterns

62
Q

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

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

When disengaged employees mentally quit, but physically stays

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

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

A

When disengaged employees mentally quit, but physically stays

63
Q

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

The employee demand

The energy created

The expectations gained

The benefits gained

A

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?

The strength of your character

The strength of your commitment to employees

The strength of your concern

The strength of your communication

A

“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:

Higher productivity

Lower employee turnover

Higher customer satisfaction

Higher customer concerns

A

Higher customer concerns

66
Q

“To connect employees to the organization’s vision and values so that they believe it matters, and take pride in their job, best describes which aspect of Employee Engagement?

Involving

Instructing

Inspiring

Informing

A

Inspiring

67
Q

“Which of the following does not help instill process improvement from employees?

Hide the results of the implemented process improvement

Provide immediate feedback

Encourage and reward change behavior

Provide trainings

A

Hide the results of the implemented process improvement

68
Q

“All the following are solutions for increasing company transparency EXCEPT:

Distributing information to upper-level executives only

Sharing information on engagement, loyalty, and feedback performance

Sharing information on levels of the executive office to front lines

Using a centralized system of reporting and dashboards

A

Distributing information to upper-level executives only

69
Q

“All the following are reasons for gathering customer compliments EXCEPT:

It can boost the employee morale

It can confirm the effectiveness of the management program

It can qualitatively measure engagement

It can quantifiably combat customer complaints

A

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?

The end-to-end experience

The Internet

The regression equation

Social media sites

A

The Internet

71
Q

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

A common definition for the customer experience

An elaborate list of the company’s values

A detailed script of performance actions

A general description of their job tasks

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?

Company focused swing employees

Retired employees

Disengaged employees

Engaged employees

A

Engaged employees

73
Q

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

Frequent customers who do not work for the company

Behind the scenes employees who rely on service representatives

Mystery shoppers from a third-party company

New customers who are unfamiliar with the company

A

Behind the scenes employees who rely on service representatives

74
Q

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

Group status

Individual and personal basis

Educational levels

Ethnic diversity

A

Individual and personal basis

75
Q

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

Building a customer-centric environment

Delivering the company’s mission statement to employees

Focusing on customer satisfaction surveys

Promoting top-performing employees

A

Delivering the company’s mission statement to employees

76
Q

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

Provide training on how to deliver the intended experience

Ignore the employee experience

Update employee competency models to include customer experience principles

Redesign employee incentives to reward customer centricity

A

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?

Customer-centric culture

VOC, customer insight, and understanding

Experience design and improvement

Metrics and Measurement

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 set of old policies and guidelines

A set of incentives and benefits

A set of core values

A set of untested beliefs and priorities

A

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 be executing which of the following?

Detailed brand messages

Inspired incentive packages

Well-defined communication strategies

Well-executed delivery plans

A

Humans are hardwired to be resistant to change

80
Q

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

Humans are intellectually inferior to change

Humans are hardwired to be resistant to change

Humans are socially offended by change

Humans are culturally resistant to change

A

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 mobile banking?

Awareness

Consideration

Enrollment

Usage

A

Enrollment

82
Q

“Where does improving the customer experience make the greatest difference?

At the entrance level

At the corporate level

At the bottom line

At the front line

A

At the front line

83
Q

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

Defining everything the company is doing in terms of its customers

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

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

All the above

A

All the above

84
Q

“All the following are forms of measuring employee engagement EXCEPT:

Likelihood to recommend company products or services

Likelihood to change jobs

Likelihood to meet sales quota

Likelihood to recommend as a great place to work

A

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?

Organization

Customers

Entrepreneurs

Investors

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?

Proposition development

Innovation

Effective strategizing

All the above

A

All the above

87
Q

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

Focusing on the top few examples of customer-centric experiences

Managers praising employees for customer-centric work

Posting customer-centric experiences for all employees to see

Sharing positive customer-centric experiences

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””?

Creating transparency to increase employee engagement

Delivering employee engagement strategies to reduce turnover

Disenfranchised customers’ descriptions of companies they give low rank to

Embracing negative feedback from customers to improve the company

A

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?

Awareness

Consideration

Enrollment

Usage

A

Awareness

90
Q

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

Distinctive incentives

Feedback priorities

Survey scores

Distinctive and consistent branding

A

Distinctive and consistent branding

91
Q

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

The corporation cannot fairly accommodate financial incentives for everyone

The corporation should be sensitive to the motivations of the employee

The employee has already negotiated a fair salary

The employee often does not desire financial incentives

A

The corporation should be sensitive to the motivations of the employee

92
Q

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

Employee behavior

Employee hours

Employee health

Employee discounts

A

Employee behavior

93
Q

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

In person

From other customers

Through social networks

Online

A

From other customers

94
Q

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

Cross-level third party consultants

Ground level employees

Mid-level management

Top level leadership

A

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?

Single rewards

Wide varieties of rewards

Strictly cash rewards

Emotional rewards

A

Wide varieties of rewards

96
Q

“Implementing tools that provide a 360-degree view of customers includes gaining an understanding of all the following EXCEPT:

Customer behaviors

Customer information

Customer preferences

Customer recruitment

A

Customer recruitment

97
Q

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

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

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

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

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

A

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?

Cost appreciation

Caring attitude

Competitive advantage

Clear perspective

A

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?

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

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

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

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

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 process to reinforce the new behaviors. This means updating all the following practices to prioritize customer centricity EXCEPT:

Training

Hiring

Removing

Compensating

A

Removing

CCXP (6 decks)

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