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Lil J Bae > LilG_UnX > Flashcards

LilG_UnX Flashcards

1
Q

What Viva Engage and/or Teams page can you go to learn from your teammates and share your own best practices for supporting Unrivaled CX?

A

Unrivaled CX Influencer

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2
Q

What Unrivaled CX Experience Workflow is defined as: “Earned Customer Growth/Loyalty, Moments that Matter, Engagement & Recognition”?

A

Xfinity Love

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3
Q

These incentive programs were built to reflect how different groups of employees are expected to contribute to the business, are based on achievement of our Customer Experience ScoreCard/CES metrics.

A

Bonus programs (Frontline Bonus/FLB and Comcast Incentive Plan/CIP)

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4
Q

Comcast Business Strategy, Business Partner Management, NPS Huddle Revitalization, and Customer Contact Engagement all are Workstreams under this Unrivaled CX Experience Workflow umbrella

A

NPS Work Practices

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5
Q

Name the 7 Unrivaled CX Experience Workflows

A

Xfinity Love, NPS work practices, Reliability, Customer and teammate effort, Customer Experience Scorecard (CES) 2.0, CX Communications and One Quality

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6
Q

This initiative is made up of 6 core workflows and is our framework to becoming a best loved brand.

A

Unrivaled CX or Unrivaled Customer

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7
Q

Celebrate and create brand love moments to give customers and prospects more positive things to talk about to increase earned customers

A

Xfinity Love

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8
Q

This Unrivaled Cx Workflow means to drive CX focus across all Journeys and bolster NPS work practice engagement throughout the enterprise

A

NPS Practices

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9
Q

This Unrivaled CX Workflow means to create a continuous drumbeat of Unrivaled messaging to keep the story top of mind for all employees

A

CX Communcations

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10
Q

Be recognized as a world class leader in Reliability with best-inclass experiences that people can trust

A

Reliability

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11
Q

Enhance customer satisfaction and loyalty by minimizing the effort required to achieve their goals and resolve issues

A

Customer +Teammate Effort

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12
Q

Reimagine the Customer Experience Scorecard to better align with both our customer and teammate needs

A

CES 2.0

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13
Q

This Unrivaled CX Workflow means to align on customer interaction rhythm (guides the conversation using repeatable steps and Quality Behaviors)

A

One Quality

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14
Q

We all play a role! What group’s role is to “Stay focused on reducing customer effort by leveraging our Quality Behaviors and solving customer concerns the first time, every time”?

A

Frontline Teams

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15
Q

We all play a role! What group’s role is to “Focus on ways to improve Transactional NPS and Relationship NPS (Residential and Commercial)”?

A

Leadership and HQ Teams

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16
Q

We all play a role! What group’s role is to “Double down on NPS work practices to identify opportunities to reduce customer effort.”?

A

All of Us

17
Q

We all play a role! What group’s role is to “Activate promoters through Xfinity Love to show our customers appreciation and drive growth through referrals”?

A

All of Us

18
Q

Representatives who receive strong recognition are this percentage more likely to be proactive innovaters.

A

33

19
Q

Companies with recognition programs that are effective at improving teammate engagement have this percentage of lower voluntary turnover.

A

31

20
Q

This is the amount of compliments received via thx@comcast.com, social media,
handwritten letters, NPS surveys and executive emails

A

12688

21
Q

When teammates send Xfinity Love to customers to celebrate moments in their lives, what percentage feel more positively about Xfinity?

A

81

22
Q

The 3 key principles of NPS are tied to our Unrivaled CX Experience; what are the principles?

A

Listen, Learn, Act

23
Q

Callbacks and Writebacks are part of this NPS key principle in our Unrivaled CX Experience.

A

Listen

24
Q

Elevations are part of this NPS key principle in our Unrivaled CX Experience.

A

Act

25
Q

Huddles are part of this NPS key principle in our Unrivaled CX Experience.

A

Learn

26
Q

The colors associated with the 6 Unrivaled CX Experience Workflows match what important brand emblem?

A

the peacock, or NBC peacock, or peacock’s feathers

27
Q

How long has Festive Fleet been engaged

A

10 years

28
Q

Peacock color Yellow represents

A

News

29
Q

Peacock color Orange represents

A

Sports

30
Q

Peacock color Red represents

A

Entertainment

31
Q

Peacock color Purple represents

A

Stations

32
Q

Peacock color Blue represents

A

Network

33
Q

Peacock color Green represents

A

Productions

Lil J Bae (70 decks)

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