Lead Discussant Chapter 5 Quiz

Lead Discussant Chapter 5 Quiz

University

10 Qs

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Lead Discussant Chapter 5 Quiz

Lead Discussant Chapter 5 Quiz

Assessment

Quiz

Arts

University

Practice Problem

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Created by

Emma K

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10 questions

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1.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

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

2.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

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

True

False

3.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

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

4.

FILL IN THE BLANK QUESTION

30 sec • 1 pt

AIDA stands for Awareness, _____, Desire, and Action

5.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

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

Human connection

Engaging social media content

Phygital experiences

Omnichannel customer experience

6.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

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

True

False

7.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

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

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