Customer Experience Strategy Flashcards
In many cases, _________ now control the relationship they have with brands which represent a shift for marketing from company sales cycles to customer buying cycles.
Management
Employees
Customers
Executives
Customers
Which of the following questions is related to the Net Promoter System for continuous improvement?
Which handful of actions will generate the most impact with our target customers?
When we put ourselves in the customer’s shoes, how do we like it?
What do we want to stand for in the eyes of our customers?
How can we use customer feedback to promote employees’ learning and behavior changes?
How can we use customer feedback to promote employees’ learning and behavior changes?
Most organizations believe that the biggest barrier to change is not a lack of resources, but which of the following?
Getting their people to see their service from the obvious point-of-view
Getting their people to see their service from the staff point-of-view
Getting their people to see their service from the bottom view
Getting their people to see their service from the customer’s point-of-view
Getting their people to see their service from the customer’s point-of-view
As a result of experience training, a staff will be more engaged and able to see things from which of the following points of view?
Manager’s point of view
Staff’s point of view
Customer’s point of view
Public’s point of view
Customer’s point of view
Which of the following defines a branded customer experience?
Designed experience that is intentionally differentiated from other brands with consistent delivery across all customer channels in a way that adds value to the core customer proposition.
Designed experience that is intentionally differentiated from other brands but with inconsistent delivery across a few customer channels in a way that adds value to the core customer proposition.
Random experience that is intentionally differentiated from other brands with consistent delivery across all customer channels in a way that adds value to the core customer proposition.
Designed experience that is unintentionally differentiated from other brands with consistent delivery across all customer channels in a way that adds value to the core customer proposition.
Designed experience that is intentionally differentiated from other brands with consistent delivery across all customer channels in a way that adds value to the core customer proposition.
Improving customer experience has broader business and financial implications for the organization with a range of improvements in which of the following?
Cost and efficiency
Cost and overhead
Cost and purchasing
Cost hardship
Cost and efficiency
Which of the following is an example of Using Maps to Drive Prioritization?
Bring definition and detailed focus to the customer portrait, and in a dynamic landscape of constant customer influence
Keep in mind the multi-dimensional nature of a customer journey and assigning a ‘weight’ to the impact of each step of the organization’s success; prioritize by weight
Direct an organization’s specific environment, shaping the behavior of those working within it
Document and illustrate employees processes, needs, and perceptions.
Keep in mind the multi-dimensional nature of a customer journey and assigning a ‘weight’ to the impact of each step of the organization’s success; prioritize by weight
Which of the following customer experience components should help guide decision making and prioritization across an organization?
Customer experience strategy
Customer insight
Voice of the Customer research
All the above
All the above
Apart from the direct negative effect, abusive behavior can have on the customer experience, which of the following is NOT a result of such negative behavior?
Lowering company cost
Damaging company property
Lowering employee morale
Increasing employee turnover
Lowering company cost
Which of the following is the shared vision between employees and partners of an organization?
Customer experience index
Customer satisfaction index
Customer experience strategy
Customer satisfaction strategy
Customer experience strategy
Consistent delivery of outstanding customer experience is most effectively achieved when the company takes a/an _______________ approach.
Holistic
Accelerated
Targeted
Agile
Holistic
The shared vision of a customer experience strategy between employees and partners of an organization must be which of the following?
Indexed
Aligned
Consistent
Compartmentalized
Aligned
Understanding of problems customers may not realize they have or may not be able to describe is a component of which of the following characteristics of effective customer experience?
Deliver innovative solutions to customers’ problems
Earn and carefully protect the customers’ trust
Go beyond what’s called for
Balance value delivered and balance captured - on both sides
Deliver innovative solutions to customers’ problems
To demonstrate the linkage between investments that have to be made and the return on those investments that are expected the methods can include which of the following?
Correlation analysis
Transaction analysis
Path analysis
All the above
All the above
Which of the following is the most accurate statement?
Customers are the people who have purchased your goods or services.
Customers are the people who have purchased your goods or services, and those who intend to buy your goods/services.
Customers are the people who have purchased your goods or services or those who intend to buy your goods/services but not both
Customers are those who intend to purchase your goods or services.
Customers are the people who have purchased your goods or services, and those who intend to buy your goods/services.
Which of the following defines experience positioning?
A set of differentiated customer outcomes and the extended experience the customer will have for each of the most important customer situations.
Imprecise statements of the essence of the experience
Make experiences dynamic, describe the evolution of particular types of customer relationships over time.
All the above
Imprecise statements of the essence of the experience
Which of the following is an example of Customer Lifecycle Mapping?
End-to-end customer experience map
Compelling mission and vision statement established to focus on delivering lasting value to the company
Critical insights into the company’s existing and target customer base
conducted to identify key threats and opportunities
End-to-end customer experience map
The customer experience is the internal and subjective response customers have to any direct or indirect contact with which of the following?
The company
The advertisement
The corporation
The consumer
The company
Direct contact generally occurs in the course of the purchase, use, and service and is usually initiated by which of the following?
The management
The marketer
The manufacturer
The customer
The customer
All the following summarize best practices and reflect tried and tested approaches that are used to guide CX strategy development and initiatives in organizations EXCEPT:
Reasonable: The employees cannot be burdened with expectations.
Adaptive: Strategy must be adaptive because the business environment changes.
Resources: A good strategy galvanizes the resources needed to execute the strategy.
Sustainable: It must be sustainable over time and increase customer lifetime value.
Reasonable: The employees cannot be burdened with expectations.
For the customer, service means their ______________, as seen by them, as discussed with friends and as felt when they interact with people and/or technology within the organization.
Experience
Savings
Perspective
Loyalty
Experience
Which of the following pillars of customer experience excellence is directed at achieving an understanding of the customer’s circumstances to drive rapport?
Expectations
Time and Effort
Personalization
Empathy
Empathy
One of the key drivers for growth is the value created by which of the following?
Employees
Real Estate
Pricing
Services
Employees
Which of the following is the collection of values, objectives, perceptions, and assets from which the company identity and strategy is built?
Brand
Service interface
Customer experience
Marketing
Brand
To facilitate the strategy development with the cross-functional team looking outside-in allows you to place the customer at which of the following levels?
Above board
At center stage
At value placement
Below-cost line
At center stage
“A strategy is simply a plan of action to meet the stated objectives ”. In defining a mobile strategy in order to achieve customer convenience, a firm must address all the following questions EXCEPT:
What part of our customer base do we want to reach with a mobile offering?
Which of our services should be included in our mobile offering?
How much will we invest and in what kind of mobile offering?
All the above
All the above
Researchers have shown which of the following are strong predictors of future satisfaction scores?
Current probability scores
Current reality scores
Current processing scores
Current satisfaction scores
Current satisfaction scores
What is the first step that should be taken when developing a branded customer experience?
Learn customer expectations by conducting focus groups and/or surveys
Observe employee-customer interactions to determine existing trouble spots
Obtain a clear understanding of the vision of the company by conducting executive interviews
Have employees role-play being customers so that they can get an outside-in view of the company.
Obtain a clear understanding of the vision of the company by conducting executive interviews
Which of the following best explains the role of marketing for an organization?
It delivers to customers
It tells the story
It sets the stage
It is interchangeable
It tells the story
Which of the following pillars of customer experience excellence is directed at turning a poor experience into a great one?
Empathy
Personalization
Integrity
Resolution
Resolution
Which of the following involves attracting similar customers and managing the service environment to foster customer-to-customer interactions that enhance customer satisfaction?
Customer management
Experience management
Compatibility management
Behavior management
Compatibility management
The experience stage of the improvement “road map” is related to which of the following?
Gather data from customers, hold customer forums and interviews, and undertake journey (touch point) mapping
Create small high-powered teams, high-level advisory group
Differentiate the company, provide quite a different experience than that of the competition
Articulate the nature of the customer experience, included the emotions that the organizations agree they wanted their customers to feel
Articulate the nature of the customer experience, included the emotions that the organizations agree they wanted their customers to feel
What does customer experience do for a company?
Delivers to customers based on customer wants and needs
Sets the stage
Tells the story
Guarantees profitability
Delivers to customers based on customer wants and needs
Which of the following perspectives must be considered when related to a service?
The service provided from the operation’s point-of-view
The service received from the customer’s point-of-view
The service given from an employee’s point-of-view
Both A and B
Both A and B
Which of the following customer experience components should align strategy with the organization’s brand attributes?
Customer experience strategy
Customer Centric Culture
VOC, customer insight, and understanding
Measurement, metrics, and ROI
Customer experience strategy
A Chief Customer Officer with _______ authority can examine and drive improvements in any process at any customer touchpoint to improve the overall customer experience.
Retention
Acquisition
Process
Line
Process
The relationship between brand, customer experience, and marketing is a hierarchy that…
Starts with a brand strategy tied to corporate business goals.
Flows from brand strategy to customer experience.
Puts customer experience ahead of customer-facing operations, including marketing.
All the above
All the above
Which of the following are elements that are outside of a retailer’s control?
Influence of others
Service
Retail atmosphere
Assortment of product
Influence of others
Companies with good customer experience generally also have which of the following?
Difficult job role
Difficult management
Better advertising
Better employee morale
Better employee morale
Which of the following is MOST important when establishing a “Customer Insights” team?
Buy-in from stakeholders and team members
Closed access to data
Meeting revenue targets
Tasks divided into territories
Buy-in from stakeholders and team members
