CUSTOMER EXPERIENCE

What is customer experience?

• A. The feeling of customers in the process of contact with the product / service of the business.

• B. A process of diagramming all the steps a customer takes when engaging with a company to buy, use, or service its product or offering.

• C. The processes, tools, and procedures required to affect individual customer experiences at an enterprise.

• D. An attitude or mindset that attempts to take the customers perspective when making business decisions.

What are the key elements of a customer experience?

• A. Business, Brand, Customer

• B. Business, Customer, Feeling

• C. Business, Brand, Feeling

• D. Feeling, Brand, Customer

Which of the following is the biggest mistake a business can make in its Customer Experience?

• A. Not knowing who its customers are

• B. Not knowing what its customers want

• C. Not knowing where its customers are

• D. Not knowing why its customers want to buy

What is not a benefit of providing Customer Experience?

• A. Increased revenues

• B. Promotion

• C. Customer Loyalty

• D. Enhanced Services reputation

Good customer experience helps to:

• A. Build your brand

• B. Create trust with your customers

• C. Reduce customer complaints

• D. All of the above

In customer service which one of the following styles should you use when listening to a customer?

• A. Active listening

• C. Passive listening

The benefits of delivering a great CX include:

• A. Increased customer loyalty

• B. Increased customer satisfaction

• C. Better word-of-mouth marketing, positive reviews, and recommendations

• D. All of the above

Customers are more easily satisfied if their expectations are effectively managed

• A. True

• B. False

Is customer service just one part of the whole customer experience?

• A. True

• B. False

Identify the benefits of good customer experience to the business.

• A. Customers who did not enjoy their experience, will recommend the business to friends.

• B. Customers who enjoy their experience, will spend more money.

• C. The business will not expand.

• D. The business will get bad reviews.