Lead Discussant Chapter 5 Quiz

1. Customer service is:

• Belittling customers on Twitter

• Only performed after a product is purchased or a service is completed

• The process of ensuring customer satisfaction

• Prioritizing profits over people

True or False: Customer experience issues ARE NOT marketing, advertising, or public relations concerns.

• True

• False

Altimeter Group found that the number one cause of social media crises was what?

• A disrespectful social media post

• Lack of human interaction in customer service

• Exposure to poor customer service

• A change in company values

AIDA stands for Awareness, (a)   , Desire, and Action

The following are top customer experience trends found by CMSWire EXCEPT:

• Human connection

• Engaging social media content

• Phygital experiences

• Omnichannel customer experience

True or False: Most customers are willing to give away their data if it means having more personalized content.

• True

• False

How has social media primarily changed our understanding of the purchase funnel?

• Social media has not changed our understanding of the purchase funnel

• Social media has put more power into the hands of marketing departments

• Social media increases customer awareness and interest

• Social media encourages post-purchase consumer activites

About what percent of their annual revenue do companies spend on advertising?

• 38%

• 12%

• 55%

• 5%

Opinion: Would something like increasing the points required to get a free item stop you from buying from a brand?

• Yes

• No

Draw a nice picture :)