SKG03 Managing Customer Experience

CEM is ...

• a) Customer Enhancement Mapping

• b) Customer Experience Management

• c) Customer Engagement Management

• d) Customer Enhancement Management

Customer Experience Management is about

• a) Compelling businesses to look at itself from the customer’s perspective

• b) Compelling businesses to shape the experience they believe their customers want

• c) Focusing on customers thoughts and emotions

• d) All of the above

A popular metric to measure customer experience is

• a) Average Promoter Score

• b) Net Promoter Score

• c) Universal Promoter Score

• d) Gross Promoter Score

The name of PETRONAS Dagangan Berhad’s contact centre is

• a) Mesralink

• b) Customer Service Centre

• c) Customer Experience Centre

• d) None of the above

Customer Experience Management is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle.

• True

• False

Customer experience is constantly nurtured across an entire organization, regardless of department. While we rely on customer service experts to help customers find solutions to their problems, everyone owns the task of providing a great experience to customers.

• True

• False

Customer Experience is the sum of all experiences a customer has with all related touch points.

• True

• False

Customer experience management differs from customer

relationship management is that the former focuses on customer needs and desires.

• True

• False

CEJM is ...

• a) Customer Enhancement Journey Mapping

• b) Customer Experience Job Management

• c) Customer Experience Journey Map

• d) Customer Enhancement Management

Why customer experience journey map is important to our business?

• a) to build a lasting relationship with the customers

• b) to establish development priorities

• c) to respond to feedback, act on it and let customers know what’s been done to make their experience better based on the data

• d) to improve customer experience whereby it will improve customer satisfaction and increase revenue & sales