Examen Cencosud
Authored by Luigi Casanova
Professional Development
1st Grade - Professional Development
Used 6+ times
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10 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 2 pts
La experiencia del cliente mapea únicamente los puntos de contacto de control directo
Verdadero
Falso
2.
MULTIPLE CHOICE QUESTION
30 sec • 2 pts
Servicio al cliente es reactivo, mientras que experiencia del cliente es proactivo
Verdadero
Falso
3.
MULTIPLE CHOICE QUESTION
30 sec • 2 pts
Promesa de marca debe ser coherente con todas las acciones
Verdadero
Falso
4.
MULTIPLE CHOICE QUESTION
30 sec • 2 pts
Captura de lo que están diciendo los clientes sobre una marca, producto o servicio
La Voz del Cliente
Servicio al Cliente
Valor del cliente en el tiempo
5.
MULTIPLE CHOICE QUESTION
30 sec • 2 pts
Mide el nivel de recomendación de los clientes
Índicador de Satisfacción
Niveles de Esfuerzos
NPS
6.
MULTIPLE CHOICE QUESTION
30 sec • 2 pts
No forma parte de uno de los 6 ingredientes de la receta del servicio
Surtido
Integridad del Cliente
Promociones
7.
MULTIPLE CHOICE QUESTION
30 sec • 2 pts
Principal problema en un ecosistema
Conflicto de intereses
Comunicación
Capacitación
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