Customer Experience Quiz

What does Customer Experience (CX) encompass?

• Every interaction a customer has with your company

• Only the purchase process

• Customer service interactions

• Marketing communications

Why is Know Your Customer (KYC) important?

• It helps businesses understand their customers better

• It is a legal requirement only

• It increases sales

• It is a marketing strategy

What is the first step in the KYC process?

• Customer identification

• Ongoing monitoring

• Customer due diligence

• Data analysis

What does customer journey mapping help visualize?

• The steps involved in a customer's interaction

• The financial status of customers

• The marketing strategies

• The sales process

What are touchpoints in customer experience?

• Points of contact a customer has with your company

• Only the website interactions

• Customer service calls

• Marketing emails

What is a CX-centric organization focused on?

• Prioritizing customer experience in operations

• Maximizing profits

• Reducing costs

• Increasing employee satisfaction

What do CX metrics help quantify?

• The effectiveness of CX efforts

• Employee performance

• Sales figures

• Market share

What does personalization in customer experience involve?

• Tailoring experiences based on individual preferences

• Offering the same experience to all customers

• Reducing customer interactions

• Focusing on product features

What does the Net Promoter Score measure?

• Customer loyalty and advocacy

• Sales performance

• Employee satisfaction

• Market trends

What are the guiding principles of ethics in business?

• Honesty, integrity, fairness, and responsibility

• Profit maximization

• Market competition

• Customer acquisition