Customer Centric Culture 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 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) 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?
Customer experience strategy
Customer-centric culture
Experience design and improvement
VOC, customer insight, and understanding
Customer-centric culture
“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
Establish increased customer churn
“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
Their new intended experience
“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
More valued
“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
Insist they do what you say without question
“Which of the following is described as the inspiration behind the customer experience movement?
Budgets
Empathy
Roadmaps
Technology
Empathy
“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
Morale
“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
Feeling connected to the brand promise
“Which of the following steps for using mobile banking will promote unique or optimized functionality?
Awareness
Consideration
Enrollment
Usage
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?
Engage the back office
Feedback drives continuous improvements
Understanding your customer
Visible customer-focused leadership
Understanding your customer
“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
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?
It must adhere to the core values.
It must be authentic.
It must be inclusive.
All the above
All the above
“Companies that deliver excellent customer journeys increase which of the following?
Company cost
Purchase points
Employee satisfaction
Employee turnover rate
Employee satisfaction
“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
Good customer experiences have more engaged employees
“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
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?
Alleviating top-down management approaches
Building a company culture
Creating hostile competition
Negotiating employee standards of practice
Building a company culture
“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
Inform
“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
Teach them the skills they need to know
“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?
Will our customers stay or leave for our competitors?
“All the following are key factors that determine rewards programs effectiveness EXCEPT:
Cost
Data
Dividends
Program Evaluation
Dividends
“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
When disengaged customers leave a company
“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
Active listening
“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
Inviting employees to be shareholders
“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
Create opportunities for customers to provide suggestion to best develop interactions
“Which of the following is described as the MOST CURRENT economy?
Agrarian economy
Experience economy
Industrial economy
Service economy
Experience economy
“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
Different interpretations of the customer experience
“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
Be rewarded for change
“Which of the following is an example of a ““recognition scheme””?
Giving employees prizes
Identifying company weaknesses
Redesigning customer experiences
Retraining managers
Giving employees prizes
“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
Reprioritizing the company’s mission statement
“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
The company celebrated the success of each employee
“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
More customer diversity and cultural interactions
“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
Behavior
“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
Higher engagement; more focus; fewer mistakes
“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
Lack of clarity
“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
Feedback drives continuous improvements
“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
Consistency and repetition
“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
Too many touchpoints
“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
Hour-long employee roundtables
“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
All the above
“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
All the above
“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
Employees
“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
Employees are aligned with company standard practices
“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
Increasing the customer’s products
“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
Services they want to experience in their own lives
“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
Customer-centric culture
“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
An 800-number clearly shown on a website for customer contact
“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
Outperform them
“Which of the following survey techniques minimizes respondent fatigue?
Anonymity
Cost control
Monthly pulses
Randomized sampling
Randomized sampling
“All the following are examples of customer feedback systems EXCEPT:
Customer complaints
Customer compliments
Employee recruitment
Customer surveys
Employee recruitment
“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
Change all marketing material
“Before you embark on a customer-experience transformation you must understand all the following EXCEPT:
Your mission
Your values
Your cost effectiveness
Your vision
Your cost effectiveness
“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
Customer insights
“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”
Offering differentiated products and services based on customer purchase patterns
“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
When disengaged employees mentally quit, but physically stays
“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
The benefits gained
“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
“The strength of your commitment to employees
“
“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
Higher customer concerns
“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
Inspiring
“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
Hide the results of the implemented process improvement
“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
Distributing information to upper-level executives only
“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
It can quantifiably combat customer complaints
“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
The Internet
“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 common definition for the customer experience
“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
Engaged employees
“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
Behind the scenes employees who rely on service representatives
“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
Individual and personal basis
“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
Delivering the company’s mission statement to employees
“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
Ignore the employee experience
“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
Customer-centric culture
“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 set of core values
“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
Humans are hardwired to be resistant to change
“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
Humans are hardwired to be resistant to change
“Which of the following steps for using mobile banking will allow your customers to sign up for mobile banking?
Awareness
Consideration
Enrollment
Usage
Enrollment
“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
At the front line
“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
All the above
“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
Likelihood to meet sales quota
“CX professionals cannot drive employee engagement on their own; it requires support from across which of the following?
Organization
Customers
Entrepreneurs
Investors
Organization
“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
All the above
“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
Focusing on the top few examples of customer-centric experiences
“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
Embracing negative feedback from customers to improve the company
“Which of the following steps for using mobile banking relates to explaining the benefits of mobile banking?
Awareness
Consideration
Enrollment
Usage
Awareness
“Well-defined communication strategies include consistent themes and which of the following?
Distinctive incentives
Feedback priorities
Survey scores
Distinctive and consistent branding
Distinctive and consistent branding
“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
The corporation should be sensitive to the motivations of the employee
“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
Employee behavior
“All the following are different points where a customer interacts with a brand EXCEPT
In person
From other customers
Through social networks
Online
From other customers
“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
Top level leadership
“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
Wide varieties of rewards
“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
Customer recruitment
“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 strategy where customers can personalize their experiences and exercise more control over how they engage with a brand
“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
Competitive advantage
“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 retail store clerk notices his customer has purchased baby food and reminds the customer the store has diapers on sale all this week.
“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
Removing
