Understanding CX

What is Customer Experience (CX)?

• A customer service strategy

• A journey across all brand touch-points

• A feedback mechanism

• A sales tactic

Which of these is NOT a component of a memorable CX?

• Emotion

• Engagement

• End-to-end consistency

• Discounts

What % of customers are willing to pay more for a great experience?

• 50%

• 75%

• 86%

• 60%

Fill in the blank:
“Everyone can copy your features, but not your _______.”

• Ads

• Feelings

• Prices

• Products

Loyalty is a result of:

• Just satisfaction

• Product features

• Consistent emotional experience

• Influencer marketing

What does Design + CX result in?

• Brand sales

• Advertising success

• Emotional Branding

• Pricing power

Which of these is a “sticky” brand differentiator?

• Low price

• Free shipping

• Great product

• Memorable experience

According to the lesson, what breaks loyalty most easily?

• High price

• A satisfied customer

• Poor packaging

• Inconsistent support

Why do brands like Starbucks or Dyson win loyalty?

• Fast delivery

• CX-led emotional branding

• More influencers

• Larger product range

Design touchpoints include tone, typography, packaging, and even hold music.

• True

• False