
Importance of CX (Post Test)
Authored by Wai-Ling Yeong
Professional Development
Professional Development
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10 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
Which of the following is not true based on the Future of CX report?
The price premium is real.
Good experience drive away customer.
Employee experience is the foundation.
Experience is the strategy.
2.
MULTIPLE CHOICE QUESTION
10 sec • 5 pts
One of the most important factor in Customer Experience is getting fast response.
True
False
3.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
Rational Loyalty is
Customer continues to purchase same products based on convenience.
based on transactions. Customers are attracted to quantitative metrics like incentives.
Customers buy based on customer service, trust, story telling,etc.
4.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
Emotional Loyalty is
Customer continues to purchase same products based on convenience.
based on transactions. Customers are attracted to quantitative metrics like incentives.
Customers buy based on customer service, trust, story telling,etc.
5.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
To build emotional experience, we need to focus on
joy, trust and security
joy, trust and belonging
joy, belonging and customer service
joy, experience and trust
6.
MULTIPLE CHOICE QUESTION
20 sec • 5 pts
Customers with low emotional engagement are more likely to have strong brand affinity compared to someone with high emotional engagement.
True
False
7.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
Improving Customer Experience will
decrease chances of up-selling
decrease Customer satisfaction
decrease Customer retention
improve Customer retention
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