Consumer Behavior Quiz

Which type of customer is most likely to contribute consistently to a company’s revenue?

• Low-value customer

• High-potential customer

• Loyal customer

• Negative customer

How does a high-potential customer differ from a loyal customer?

• Loyal customers spend less overall

• High-potential customers return products more often

• Loyal customers are new and need nurturing

• High-potential customers haven’t yet contributed consistently

If a product provides high satisfaction but costs are also high, what can we say about the Customer Perceived Value?

• Always high

• Always low

• Depends on the balance between benefits and cost

• Unrelated to satisfaction

Which concept best describes the total future value a customer will bring to the business?

• Share of Customer

• Customer Lifetime Value (CLV)

• Customer Equity

• Customer Satisfaction

What would likely happen if a company has many satisfied but low-CLV customers?

• Profit increases significantly

• Brand equity becomes stronger

• Marketing cost per customer decreases

• Profitability may not improve much

Which metric helps marketers know how much of a customer’s total spending in a category they are capturing?

• Customer Satisfaction

• Customer Lifetime Value

• Share of Customer

• Customer Retention Rate

What does CX stand for in marketing?

• Customer Excellence

• Customer Exchange

• Customer Experience

• Customer Expansion

Which of the following is an example of a customer touchpoint?

• Market segmentation

• Financial audit

• Mobile app interface

• Product manufacturing

Why do companies personalize interactions as part of CEM?

• To reduce the number of customer touchpoints

• To increase production volume

• To improve customer satisfaction and loyalty

• To eliminate human involvement

Which best explains the role of AI in Customer Experience Management?

• AI reduces product prices

• AI replaces all customer service staff

• AI helps predict customer behavior and personalize experiences

• AI is only used in manufacturing