Organizational Adoption & Accountability Review Flashcards
ll the following are steps used in establishing a customer effort program EXCEPT:
Review existing feedback
Ensure feedback can be correlated to the transaction
Identify friction points
Analyze customer feedback as it relates to business quality
Analyze customer feedback as it relates to business quality
All the following are attributes that create customer loyalty EXCEPT:
Profit margin
Brand image
Product value
Customer service experience
Profit margin
Which of the following BEST exemplifies a strategy to improve employee sustainability engagement?
Challenging employees to go paperless in the workplace
Creating an Inclusion and Diversity day within the workplace
Employees writing Thank You letters to loyal customers
Quarterly meetings hosted by the CEO is open to all employees
Challenging employees to go paperless in the workplace
Your company brand represents which of the following?
Company priority
Company promise
Company wages
Company revenue
Company promise
Which group of people is most important in sustaining successful implementation of the customer experience strategy?
The customer-facing employees
Middle management
The executives
Contributions from people at all levels are necessary
Contributions from people at all levels are necessary
Which of the following objectives BEST fits the focus of training employees to become more self-aware, use empathy and self-restraint, and develop stronger relational skills?
Accountability partners for self-development
Celebrating customer success stories
Emotional intelligence training
Implementing metrics and incentives
Emotional intelligence training
There are six competencies you must master for success; which of the following CX practices is related to the competency– customer understanding?
Reject or rework projects that would hurt core experiences in unacceptable ways.
Say no to work that might improve customer experience in general but does not align with core CX priorities.
Validate that the design/update of each core experience aligns with the CX vision.
Ask customers for qualitative feedback about their interactions with the company.
Ask customers for qualitative feedback about their interactions with the company.
There are six competencies you must master for success; which of the following CX practices is related to the competency– measurement?
Analyze customer analytics to identify patterns and trends in customers’ behavior.
Conduct open-ended qualitative research that deepens your understanding of customers and explores unmet needs
Ask customers for qualitative feedback about their interactions with the company.
Measure events and attributes of customer interactions that are likely to affect customer perceptions.
Measure events and attributes of customer interactions that are likely to affect customer perceptions.
Because customer strategy is the core of the competitive advantage, companies are introducing which role to help create corporate and customer strategy?
Chief Executive Branch Managers
Marketing Strategists
Chief Customer Officers
Customer Finance Specialist
Chief Customer Officers
All the following statements are most aligned with branding in the Customer Experience Age EXCEPT:
The quality of our coffee is better than our competitors.
The design of our locations is comfortable and set up so you can meet with friends.
We provide coffee convenient for your needs and is served in an environment you want to experience.
Although we buy only the best, we ensure that we have what you want by constantly checking with you.
The quality of our coffee is better than our competitors.
Which of the following steps to optimizing the customer experience involves the management team being able to describe the day-in-the-life of the company’s customers?
Creating a customer-centric organization
Defining a holistic customer strategy and vision
Establishing and maintaining executive buy-in and support
Testing, measuring, and learning
Defining a holistic customer strategy and vision
Which of the following components of a “culture of employee delight” BEST exemplifies treating employees with star treatment?
Education
Evaluation
Recruiting
Rewards
Rewards
Customer strategy must cut across functional boundaries and holistically examine which of the following?
Customer dependability
Customer availability
Customer needs and behaviors
Customer disadvantages
Customer needs and behaviors
Which of the following competencies of the Customer Focused Enterprise includes multi-channel interactions?
Customer authority
Customer dialogue
Integrated execution
Solution experience
Integrated execution
Which of the following are considered behind-the-scenes personnel?
Call center agents, retail staff
Sales reps, security guards
Delivery staff, contract technicians
Tech vendors, marketing
Tech vendors, marketing
Which of the following metrics is utilized by companies to measure the effects of customer experience-driven processes?
Customer awareness
Customer Marketing
Customer visits
Return on investment
Return on investment
Defining information architecture is a best practice for which of the following?
Aligning the organization for success
Designing a framework for knowledge management
Focusing on the agent experience
Continually improve knowledge management practices
Designing a framework for knowledge management
Which of the following is essential because it holds employees accountable for their role in the customer experience journey and gives a boost to initiatives that improve customer experience?
VOC, customer insight, and understanding
Organizational adoption and accountability
Customer-centric culture
Metrics, Measurement & ROI
Organizational adoption and accountability
Understanding culture and bringing it to the surface of conversations in a company is important for which of the following reasons?
Culture is latent and subconscious and could undermine an attempt to direct a company’s efforts if not openly planned for
Culture is subconscious within a company and is enacted in the same way for everybody
Culture is the backbone of a company and employees will ignore it
Multicultural environments could clash within a company
Culture is latent and subconscious and could undermine an attempt to direct a company’s efforts if not openly planned for
There are six competencies you must master for success; which of the following CX practices is related to the competency– culture?
Assess the empathy and customer centricity of job applicants.
“Model the impact that CX quality has on your core business goals (e.g., revenue growth, retention). Use a human-centered process to design/update each of the company’s core customer experiences.”
“Validate that the design/update of each core experience aligns with the CX vision.”
“Measure customers’ overall perception of core customer experiences.”
Assess the empathy and customer centricity of job applicants.
Just like the CEO, CMO, and COO are uniquely accountable for shareholder value, market awareness, and operations, the Chief Customer Officer (CCO) should be uniquely accountable for all the following EXCEPT:
Driving profitable customer behavior
Creating a customer-centric culture
Leveraging in-depth customer insight
Developing market-strong environmental influence
Developing market-strong environmental influence
Sharing results of customer data on an ongoing basis with senior management and front-line workers to establish and review policies and procedures is an example of which of the following customer experience growth strategies?
Creating metrics that matter
Empowering employees
Using feedback
Visibility of leadership
Using feedback
Which of the following situations will BEST exemplify inefficiency and risk of decreased profits?
Adjusting the delivery of areas where interaction doesn’t matter
Aligning interaction to customer touch points that matter
Aligning interaction to each customer at every point of contact
Increasing customer delight when it makes sense
Adjusting the delivery of areas where interaction doesn’t matter
All the following are keys to building a strong internal or employer brand EXCEPT:
Defining your values and mission
Improving employee engagement
Give your external brand an identity – and align it with the internal brand
Recognize, reward and incentivize
Give your external brand an identity – and align it with the internal brand
Which of the following best completes the statement: “Customer experience leads to profits if…”?
You treat it as a business discipline.
You do not throw too much money at it.
You deal with it seriously.
You increase customer satisfaction.
You treat it as a business discipline.
Which of the following descriptions BEST defines the brand fundamental “Building a Branded Culture and Celebrating Success”?
Aligning the company brand across a broad range of constantly moving parts
Applying the brand strategy throughout the company
Branding used in informing and guiding all front-line and online interactions
Making sure everyone knows the company’s values, how to use them, and utilizing peer recognition
Making sure everyone knows the company’s values, how to use them, and utilizing peer recognition
The process of generating more opportunities to increase sales applies to which of the following areas?
Acquisition
Efficiency
Retention
Satisfaction
Acquisition
When developing a customer experience strategy, what is often the biggest barrier to change within a company?
Lack of financial resources
Inadequate educational materials and training
Short-term thinking and poor execution for all levels.
Poor employee morale in the face of change
Short-term thinking and poor execution for all levels.
All the following practices exemplify “Culture” EXCEPT:
Clearly defined performance standards for quality/customer service
Good cooperation among departments
People are proud to work for the company
Strong feelings of teamwork
Clearly defined performance standards for quality/customer service
Which of the following C-level executives should take responsibility for the customer experience if the company heavily focuses on the digital spectrum?
Chief Executive Officer
Chief Information Officer
Chief Operations Officer
Head of Business Unit
Chief Information Officer
Which of the following is an attribute of a successful Chief Customer Officer?
Enhances profitability
Grows the customer base
Increases the strength of the customer base as an asset
All the above
All the above
Which of the following components of a “culture of employee delight” BEST exemplifies providing employees with opportunities to advance in the company?
Education
Evaluation
Growth
Rewards
Growth
Which of the following employee engagement factors will BEST foster optimum health and work-life balance to thrive in the workplace?
Achievement
Connection
Innovation
Well-being
Well-being
If you want Board members to see through the eyes of the customer, you have to get them out of the boardroom and into which of the following?
The market
The environment
The culture
The store
The environment
Which of the following performance reporting tools in a call center is BEST defined as providing real-time and graphical feedback with at-a-glance access to key indicators?
Dashboards
Metrics
Reports
Scores
Dashboards
Which of the following is NOT a reason that the Chief Customer Officer is hired?
Manage price fluctuations
Address chronic customer crisis
Create sustainable competitive advantage
Protect and retain existing customers
Manage price fluctuations
By definition, the Chief Customer Officer owns the shaping of corporate strategy and which of the following?
The voice of the customer
The view of the company
The voice of the employee
The view of the customer
The voice of the customer
Which of the following must be the highest priority when costs rise and customers flee because of their experience?
Generating cash
Strengthening the brand
Improving customer experience
Lowering costs or prices
Improving customer experience
There are six competencies you must master for success; which of the following CX practices is related to the competency– measurement?
Assess the impact that all projects and decisions will have on core customer experiences.
Reject or rework projects that would hurt core experiences in unacceptable ways.
Report CX quality metrics to governing bodies (e.g., budgeting, design, technology) to inform future decisions.
Say no to work that might improve customer experience in general but does not align with core CX priorities.
Report CX quality metrics to governing bodies (e.g., budgeting, design, technology) to inform future decisions
Which of the following is NOT a function of a steering committee?
Setting up functional teams
Setting governance standards
Defining and building out the enterprise IT technology architecture
Prioritizing and helping fund solutions
Defining and building out the enterprise IT technology architecture
