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
It is far easier to install Chief Customer Officers in a smaller company because the Chief Customer Officer can directly influence which of the following?
All the customers
All the competitive pricing
All the cultural diversification
All the employees
All the employees
Which of the following BEST exemplifies a “Connected Retailer”?
Employees help customer when their role permits
Integrated channels deliver consistent branded customer experience
Loyalty = card + points + status
Market insights drive market approach
Integrated channels deliver consistent branded customer experience
Which of the following case examples will BEST exemplify integration and deployment within a customer-focused company?
A company documents its interactions with all customer contact and shared it with appropriate staff, online, and in real time.
A company that avoids substituting technology for person-to-person contact so customers can talk to a “real” person.
A company that provides every staff member with a small wallet card stating its vision and commitment to its customers and staff.
A company uses team-based approaches to meeting customers’ needs, forming cross-functional teams.
A company uses team-based approaches to meeting customers’ needs, forming cross-functional teams.
There are six competencies you must master for success; which of the following CX practices is related to the competency– prioritization?
Analyze customer analytics to identify patterns and trends in customers’ behavior.
Informally recognize employees who deliver or enable good CX (e.g., the employee of the month, email recognition).
Model the impact that CX quality has on your core business goals (e.g., revenue growth, retention).
Ask customers for qualitative feedback about their interactions with the company
Model the impact that CX quality has on your core business goals (e.g., revenue growth, retention).
All the following are steps taken to identify and break down the customer effort into manageable pieces EXCEPT:
Review customer acquisitions
Collect internal insights
Develop a hypothesis
Collect customer feedback on customer effort
Review customer acquisitions
The Chief Customer Officer provides the comprehensive and authoritative view of the customer and in essence becomes which of the following for the company?
Customer service
Customer experience
Customer journey
Customer voice and advocate
Customer voice and advocate
Which of the following BEST defines the old view of marketing?
Create data-driven, personalized, customer-centric environments
Create effective mass advertising to increase brand awareness and loyalty
Serve through multiple channels with consistency
Target discrete customer segments
Serve through multiple channels with consistency
Which of the following engagement level BEST exemplifies employees who love working for the company, inspire others to do their best, and feel self-actualized through their work?
Almost engaged
Disengaged
Engaged
Highly engaged
Highly engaged
A loyal customer has _________ to the company and therefore drives repurchase and forgives minor mistakes?
Friendly service
Emotional connection
Geographical convenience
Emotional awareness
Emotional connection
Fragmented or siloed organizations face the greatest difficulty in which of the following?
Aligning the organization for success
Designing a framework for knowledge management
Focusing on the agent experience
Continually improving knowledge management practices
Aligning the organization for success
Which of the following is NOT one of the ways customer strategy maximizes the value delivered to each customer?
Identifies the most valuable customers that must be attracted and retained
Uncovers the customer’s most critical purchase drivers
Ensures the company is uniquely positioned to deliver products and services that fill customers’ needs
Incorporates customer satisfaction surveys to evaluate competitor’s pricing
Incorporates customer satisfaction surveys to evaluate competitor’s pricing
Which of the following programs provide a measure of the quality of the customer experience?
Customer interaction programs
Customer relationship programs
Customer eccentric programs
Customer feedback programs
Customer feedback programs
There are six competencies you must master for success; which of the following CX practices is related to the competency– delivery?
Provide tools that help employees deliver core experiences the right way every time (e.g., templates, workflow automation).
Say no to work that might improve customer experience in general but does not align with core CX priorities.
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.
Say no to work that might improve customer experience in general but does not align with core CX priorities.
It’s a lot easier to train which of the following types of employees to work your computer system than it is to train an unempathetic, technically proficient employee to show genuine interest in other people?
Personable
Skilled
Empathetic
Knowledgeable
Empathetic
Which of the following is one of the most important strategic drivers of growth and value creation?
Brand strategy
Brand management
Brand value
Brand expansion
Brand management
The process of decreasing cost of operations applies to which of the following areas?
Acquisition
Efficiency
Retention
Satisfaction
Efficiency
Which of the following BEST defines “moment of truth”?
Best practices within a company employ transparency
Customers provide both positive and negative feedback
Employees communicate with honesty to customers
Interaction attributes provide the highest value to the customer
Interaction attributes provide the highest value to the customer
Which of the following key improvements suggested for banks includes building more access points that involve 24/7 access through mediums like web, mobile, social media, and in-person interactions?
Enhanced problem resolution experience
More and better advice
Omni-channel experience
Transparency
Omni-channel experience
Chief Customer Officers goals include all the following EXCEPT:
Delivering customer interaction within the company
Driving profitable customer behavior
Creating a customer-centric culture
Driving customer and corporate strategy into the C-Suite and throughout the company
Delivering customer interaction within the company
Which of the following key improvements suggested for banks includes offering customers clearer descriptions of what banks offer, the fees being charged, and how to avoid paying fees?
Enhanced problem resolution experience
More and better advice
Omni-channel experience
Transparency
Transparency
Interviewers should look for all the following customer-centric behaviors in job candidates EXCEPT:
Calm demeanor in the face of challenges
Maturity to recognize the mistakes in other coworkers
Sensitivity to others’ needs
Willingness to quickly resolve issues
Maturity to recognize the mistakes in other coworkers
All the following are important considerations when creating a customer-centric organization EXCEPT:
Hiring candidates with the right CX attitude and aptitude
Provide training to employees required to build knowledge skills and behaviors for future performance
Empower employees and offer incentives and rewards for desired behaviors
Allowing employees the option of investing monetarily in the company
Allowing employees the option of investing monetarily in the company
Which of the following BEST describes “emotive performance”?
The intangible, subjective ways in which customers are treated
The length of a sales call
The physical qualities of the interaction
The response time to a social media inquiry
The intangible, subjective ways in which customers are treated
Market leaders in customer experience have managed to identify which of the following levers for superior customer experience?
Employees
Governance
Insight management
All the above
All the above
Which of the following are some of the best tools any organization has to support strong alignment within the organization?
Tangible, financial goals backed by incentives
Tangible, financial margins
Tangible, financial results
Tangible, financial projections
Tangible, financial results
Which of the following BEST describes the process of using group interviews to watch how applicants interact with each other, so the interviewer can assess candidates’ communications and people skills?
Giving people purpose, not rules
Hiring for attitude, not aptitude
Listening to employees
Tapping into the curiosity of the front-line
Hiring for attitude, not aptitude
Which of the following steps to improving the customer experience will BEST explain determining what differentiates one company from the rest of the competition?
Accommodating shifts in customer behavior
Establishing economic frameworks
Tracking customer behavior and distilling patterns
Understanding needs, wants, and preferences of target audience and meeting them betters than others
Understanding needs, wants, and preferences of target audience and meeting them betters than others
For continued organizational adoption of customer experience strategy, the company must heavily focus on which of the following?
That which the customer cares most about
That which the organization cares most about
That which benefits both the customer and the organization
That which the management hopes to supply
That which benefits both the customer and the organization
All the following are descriptions of “over-managing” EXCEPT
Paying extraordinary attention to details
Providing specific directions to the workforce and overseeing its implementation
Thinking about the challenge or goal differently than others and to a greater degree
Viewing what is typical in corporate best practices as a baseline, as opposed to the accepted standard
Providing specific directions to the workforce and overseeing its implementation
There are six competencies you must master for success; which of the following CX practices is related to the competency– prioritization?
Consolidate what the company knows about customers into a single artifact that paints a vivid picture of who they are (e.g., design personas).
Use a human-centered process to design/update each of the company’s core customer experiences.
Define the specific activities that each role must do to deliver or enable core customer experiences as designed.
Identify the most important customer groups, the core customer experience, and the characteristics that each core experience must have.
Identify the most important customer groups, the core customer experience, and the characteristics that each core experience must have.
Customer satisfaction alone is insufficient because unlike loyal customers, satisfied customers often do which of the following?
Defect
Complain
Resist
Rest
Defect
Which of the following disciplines of customer experience maturity includes the set of practices that create a system of shared values and behaviors that focus employees on delivering a great customer experience?
Strategy
Culture
Instant messaging
Design
Strategy
Culture
Instant messaging
Design
Which of the following employee engagement factors will BEST foster skill building and personal development to grow and change the company?
Connection
Innovation
Mastery
Well-being
Mastery
All the following practices exemplify “Standards and Procedures” EXCEPT:
Employees are told what to do to meet the needs of internal/external customers
Have a well-defined strategy to overcome competitors
Procedures between departments are simple and aligned to ensure a smooth flow of work
Work practices make it easy to meet customer needs/produce quality work effectively
Have a well-defined strategy to overcome competitors
One of the primary approaches to change is facilitation and support and is exemplified by which of the following?
Explaining the need and logic for change
Having others participate in the planning and implementation of the change
Assigning resistors to the desired position in the change process
A slow introduction of the change process and provision of support for those affected
A slow introduction of the change process and provision of support for those affected
There are six competencies you must master for success; which of the following CX practices is related to the competency– delivery?
Carry out rituals and routines that keep customers and CX top of mind for employees.
Formally reward employees for delivering or enabling good CX (e.g., bonuses, promotions).
Define the specific activities that each role must do to deliver or enable core customer experiences as designed.
Design measurement communications so that they are useful and usable for employees.
Define the specific activities that each role must do to deliver or enable core customer experiences as designed.
In order to introduce large-scale infrastructure and operation changes to an organization, a strong business case is required. This business case must address which of the following?
Revenue distribution
Costs and Returns on investment
Contracts
Materials
Costs and Returns on investment
Which of the following is BEST defined as when the customer’s issue requires additional research and is resolved without leaving the first line of support, usually within a defined time period?
First-call resolution
First contact resolution
First level resolution
First timer resolution
First level resolution
Which of the following will help you most profitably acquire, serve, and retain your most valued customers?
Customer strategy
Competitive pricing
Environmental elegance
Marketing strategy
Customer strategy
Which of the following strategies is BEST exemplified when customer experiences are measured and communicated regularly?
Climate
People policies
Performance tracking
Standards and procedures
Performance tracking
Hiring a Customer Experience Manager that reports directly to the CEO or the President is an example of which of the following customer experience growth strategies?
Creating metrics that matter
Designing the experience
Understanding the company
Making Customer Experience leadership visible
Making Customer Experience leadership visible
There are six competencies you must master for success; which of the following CX practices is related to the competency– prioritization?
Document the company’s overarching CX vision — an aspirational description of an organization’s intended experience for its customers.
Measure customers’ overall perception of core customer experiences.
Assess the impact that all projects and decisions will have on core customer experiences.
Use a human-centered process to design/update each of the company’s core customer experiences.
Assess the impact that all projects and decisions will have on core customer experiences.
Which of the following touch points will BEST exemplify customers “re-engaging” with the company?
Repeatedly Using Club membership card
Cup of coffee
Online chat
Product packaging
Repeatedly Using Club membership card
Which of the following customer experience components can include impact to customer experience as a criterion for business decisions about policies, processes, technology, and communications?
Customer-centric hiring processes
Customer experience strategy
Organizational adoption and accountability
All the above
All the above
There are six competencies you must master for success; which of the following CX practices is related to the competency– customer understanding?
Validate that digital and physical touchpoints (e.g., mobile apps, bills, offers) deliver or enable experience designs accurately.
Conduct open-ended qualitative research that deepens your understanding of customers and explores unmet needs.
Measure how well actual customer experiences match the must-have characteristics for each core experience.
Formally reward employees for delivering or enabling good CX (e.g., bonuses, promotions).
Conduct open-ended qualitative research that deepens your understanding of customers and explores unmet needs.
One of the primary approaches to change is participation and involvement and is exemplified by which of the following?
Explaining the need and logic for change
Having others participate in the planning and implementation of the change
Assigning resistors to the desired position in the change process
Demanding support or experience loss of rewards and resources
Having others participate in the planning and implementation of the change
Customer experience is non-existent in the absence of which of the following?
Customer journeys
Employee experience
End to end service
Top level management
Employee experience
Which of the following is MOST needed when shifting a large company that employs over 100,000 individuals to customer-centric practices?
A strong corporate message
Employee turnover
Leadership
Research and analytics
Leadership
One of the primary approaches to change is education and communication and is exemplified by which of the following?
Negotiating or bargaining to win acceptance
Explaining the need and logic for change
Having others participate in the planning and implementation of the change
Assigning resistors to the desired position in the change process
Explaining the need and logic for change
Which of the following strategies is BEST exemplified when errors are reduced while maintaining highest product and service delivery?
Climate
Culture
Quality
Standards and procedures
Quality
Which of the following evaluates employee performance against role-specific customer experience metrics to change employee behavior?
VOC, customer insight, and understanding
Organizational adoption and accountability
Customer-centric thinking
Customer experience theory
Organizational adoption and accountability
Which of the following P’s refers to quantifying the willingness of customers to pay a higher price for a company’s products and services than for a competitor’s?
Permanence
Preference
Premium
Promotion
Premium
Which of the following customer experience components review customer experience program status and metrics regularly to monitor progress toward business goals?
Customer-centric culture
Customer experience design
Organizational adoption and accountability
Customer experience theory
Organizational adoption and accountability
One of the best ways to get employees’ attention is to link their variable compensation to which of the following?
Attendance Record
Customer focus
Customer service results
Customer experience metrics
Customer experience metrics
Which of the following interview questions is used to BEST identify the job candidate’s display of empathy and problem-solving skills?
“What did and didn’t you like your roles in jobs where you’ve had customer-service responsibilities?”
“Tell me about an occasion when you didn’t meet the needs of a customer and how you addressed the situation.”
“What do you think constitutes excellent customer service?”
“What is your greatest work-related accomplishment?”
“Tell me about an occasion when you didn’t meet the needs of a customer and how you addressed the situation.”
Evaluation metrics must be clearly defined and…
Explained to employees
Agreed upon from the outset
Communicated throughout the organization
All the above
All the above
All the following areas are related to “Corporate Social Responsibility” EXCEPT:
Diversity and inclusion
Employee engagement
Ethical sourcing
Workplace safety
Employee engagement
Properly utilized feedback to upper management can lead to all the following EXCEPT:
Highly effective products
Organizational changes
Process changes
Market Changes
Market Changes
Which of the following “voice of the customer” insight-gathering methods is a sort of catch-all for customer data because it can be found in a variety of channels, such as blogs, online forums, wikis, or call centers?
Customer interviews/focus groups
Journaling
Personas
Unstructured data
Unstructured data
Myth: You must focus on just improving customer satisfaction. Which of the following descriptions BEST defeats this myth?
Create experiences that influence customer behavior and enable them to do something different and experience the investment pay off as a result
Creating a breakthrough customer experience requires thinking broadly about the company and challenge its rules and assumptions
Creating a highly aligned and engaged workforce shapes the customer experience
Discover needs customers may be unaware of
Create experiences that influence customer behavior and enable them to do something different and experience the investment pay off as a result
