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.

One of the most important factor in Customer Experience is getting fast response.

• True

• False

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.

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.

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

Customers with low emotional engagement are more likely to have strong brand affinity compared to someone with high emotional engagement.

• True

• False

Improving Customer Experience will

• decrease chances of up-selling

• decrease Customer satisfaction

• decrease Customer retention

• improve Customer retention

Which of the following is important in Customer Service tone?

• using correct punctuation

• using emoji in the right context

• not using capital letters in whole sentence

• All the above

Our subconscious mind is able to think in negatives.

• True

• False

Choose the correct statement.

• Customer Service tone should be negative and upbeat.

• We must be natural and personable in our replies.

• We must use a lot of emoji.

• We do not need to be empathetic.