Customer Experience

What is Customer Experience?

• the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions

• how a business engages with its customers at every point of their buying journey

• the impression your customers have of your brand  as a whole

• All the above

__________Is not a way to handle an irate customer

• lose your cool

• show empathy

• ask for support

• seek a solution

which is not a difficult customer?

• The passive aggressive

• the impatient

• The advocate

• the complainer

how many teeth does a dog have?

• 32

• 42

• 20

• 61

Which is the busiest city in the world?

• Mumbai

• Mombasa

• Egypt

• Shanghai

How is NPS calculated?

• %promoters+ %passives+ %detractors

• %promoters-%detractors

• %promoters+ %detractors

• %passives- %detractors

What is the chemical name for Gold?

• Ag

• Au

• Ah

• Cu

Who is the Head of Deparment for TES?

• Barrack Odiero

• Nyagitari Bosire

• Paul Msava

• Fredrick Chacha

Customer Experience is the same as customer Service

• FALSE

• TRUE

• MAYBE

Which of the following is not a customer experience framework pillar?

• Non-negotiable standards

• Zero Risk

• Above and Beyond

• Net Promoter Score