Customer Centricity Quiz

What are the current notions of financial services?

• Friend

• Advisor

• Partner and Guide

• Coach

Which of the following is the BEST definition of customer centrality?

• Customer centrality refers to putting your customer at the center of the organization before, during, after a purchase

• Customer centrality is the concept of creating sales around the target customer

• Customer centrality refers to the desire to provide top-notch customer service

• Customer centrality refers to the process in which a company creates a marketing strategy geared toward desired customers

• All of the above

A _____ creates a feeling within customers that they are the center of the experience.

• customer-centric experience

• an effort to know your customer

• evaluating customer feedback

• customer-centric staff

Why is Customer Centricity required?

• Key to a Sustainable Business

• Point of differentiation from competitors

• Increase consumer repurchase intentions and loyalty

• All of the above

What was the impact of the Pandemic on Financial Services?

• Accelerated the growth of financial products adoption

• Shifted customer to digital mobile 1^st approach

• Made customers focused on banking experiences

• None of the above

What key metrics can be used to measure Customer Centricity?

• Customer Lifetime Value (CLT)

• Net Promoter Score (NPS)

• Customer Satisfaction Score (CSAT)

• Churn Rate

• All of the above

What are some of the key challenges companies face to become Customer Centric?

• Function in silos

• Non adequate technology and processes

• Product focused

• Too much data

• Non common definition of customer centricity

What steps can companies take to be more customer centric?

• Democratise customer data

• Know and anticipate customers' wants and needs

• Spend less time on sales activities

• Offer more promotions

• All of the above

What is at the forefront of customer centricity?

• Return On Investment

• The customer

• The product

• The channel

What is a key driver of customer centricity success?

• Customer Data

• Single Customer View

• Customer Centric Culture

• Anticipate Customer’s needs