True or False: CX will become the key brand differentiator by 2020.

• True

• False

It is the process of creating a visual story of your customers’ interactions with your brand. This exercise helps businesses step into their customer’s shoes and see their business from the customer’s perspective. It allows you to gain insights into common customer pain points and how to improve those.

• Competitor Journey Mapping

• OmniChannel Marketing

• Customer Journey Mapping

• Marketing Automation

A customer journey map is a visual representation of the customer journey. It helps you tell the story of your customers’ experiences with your brand across all touchpoints. Whether your customers interact with you via social media, email, livechat or other channels, mapping the customer journey out visually helps ensure no customer slips through cracks. What are other similar terms of 'Customer Journey'?

• Buyer journey

• User journey

• Travel journey

• Happy journey

Mapping the customer journey has a host of benefits such as:

• Allowing you to optimize the customer onboarding process.

• Benchmarking the customer experience desired by your customers against what they actually receive.

• Understanding the differences in buyer personas as they move from prospect to conversion through the buying funnel.

• Creating a logical order to your buyer journey.

• All of the above.

Customer experience has rippling effects. People share their experiences with their friends. This is why customers are a great way of promoting your brand. The CEO of Amazon says, “If you do build a great experience, customers tell each other about that. Word of mouth is very powerful”. Who is the CEO of Amazon?

• Warren Buffet

• Jeff Bezos

• Rolly Sotelo

• Elon Musk

Which of the following is the correct order of the Customer Journey Cycle?

• Becoming Aware, Getting Started, Buying the Product, Using the Product, Renew/Cancel, Ongoing Support

• Becoming Aware, Buying the Product, Getting Started, Using the Product, Ongoing Support, Renew/Cancel

• Buying the Product, Becoming Aware, Getting Started, Using the Product, Ongoing Support, Renew/Cancel

• Getting Started, Buying the Product, Becoming Aware, Using the Product, Ongoing Support, Renew/Cancel

True or False:

Customer Experience can be improved if complaints are quickly resolved. According to the White House Office of Consumer Affairs, for every complaint received, 26 customers do not raise a complaint. CX can only be improved if the unheard complaints of these customers are resolved swiftly.

Lee Resource Inc. found that 95% of customers will do business with you again if you resolve complaints immediately. Thus, customers who didn’t complain will be additionally happy that an issue they faced has resolved itself.

• True

• False

To become eligible for nomination for the Annual CX Hero Award there are 4 criteria, which one is missing?

*Impact of CI/JDI Project to CX

*Operational Performance (PDP rating)

*CX Ambassador (implemented a CX activity)

• RE Cares activities

• Commendations

• Stakeholder survey

• Supervisor feedback

Which one is the least benefit of providing Customer Experience?

• Increased revenues

• Customer Loyalty

• Engaged customers

• Enhanced services reputation

Customer Experience impacts feelings and emotions and encompasses?

• the entire customer journey

• a single touchpoint with a brand or merchandise

• a better way to provide services and support