CXM Q1A

What is the most common pitfall of CX initiative?

• Leaders do not prioritize CX

• Team Lead of CX is not charismatic

• Employee is not engaged

• All of the above

VMO and values are important to be?

• Clear and well communicated and continually reinforced

• Discuss to the top management for approval

• Both a and b

• None of the above

These are the CX characteristic often worse than leaders know:

• Begging of Respondents, Data Analysis, Wrong Survey Design

• Wrong Selection of Survey, Begging of Respondents, Data Analysis

• Broad Survey Question, Begging of Respondents, Customer do not care

• None of the Above

What is the most important in establishing your CX Approach?

• Engage your employees

• Define your VMO

• Build your Core Leadership Team

• None of the above

What is least needed to engage your employees?

• Proper Mindset Across your organization

• Establish CX Culture

• Aligned Quality Standards of CX Vision

• None of the above

If CX and EX are prioritized in the organization, what is not likely a good result it could offer?

• Higher Productivity

• Loyal Employee

• New Customers

• All of the above

This is the standard that measure whether something was done:

• Finesse Standard

• Quality Standard

• Foundation Standard

• None of the above

What is key performance indicator to measure loyalty?

• CSAT

• NPS

• CES

• CLV

What is key performance indicator to measure if you achieve the expectation of your customer?

• CSAT

• NPS

• CES

• CLV

What is key performance indicator to measure how it would be easier to be your customer?

• CSAT

• NPS

• CES

• CLV