WorksheetsMIDTERM EXAM - CUSTOMER ANALYTICS
Total questions: 50
Worksheet time: 3hrs 30mins
(a) includes the metrics for the customer experience. It’s as much about how the customer uses a product as it is about.
(a) is the description of customer interaction, process, or behavior that can be used to predict future outcomes.
(a) are numbers assigned to everything from website visitors, same-store sales, and profit margin to call-center wait times.
(a) is the activity in Customer Analytics that pull together customer purchase records, transactional data, surveys, and observational data.
(a) is the activity in Customer Analytics which is understanding the past behavior helps predict future customer behavior from data instead of relying on intuition.
(a) detect problems with features, purchases, and the product or service experience.
(a) is the most common and fundamental form of analytics that every part of the business can use.
(a) putting metrics into charts and other visual representations can make it easier to show how important they are to a wider group of people.
(a) can be done in compelling visuals forms, such as pie charts, bar charts and line graphs.
(a) locate the data you need to produce the desired metrics.
Customer analytics largely involves turning customer actions and attitudes into data.
TRUE
FALSE
Improving the customer experience starts with measuring but if you can measure the customer experience, you can’t manage it.
TRUE
FALSE
Conversion rates are the most important metric for testing new designs, ads, and campaigns.
TRUE
FALSE
Discrete data can't be broken into smaller units that make sense. This means that you can usually tell the difference between the two types of data.
TRUE
FALSE
When you’re trying to make a more efficient experience, having more numbers of clicks to accomplish a goal seems like a good way to measure.
TRUE
FALSE
The "right" analytics will depend on the method you use. All good customer analytics have one thing in common: They are important to the customer. This is why they are good.
TRUE
FALSE
Data has value unless it's collected for a reason.
TRUE
FALSE
Because it comprises both sensitive company and customer data, organizations generally restrict access to customer data.
TRUE
FALSE
Avoid being vague and broad in scope when writing down the question you want to answer.
TRUE
FALSE
Look for metrics that are not meaningful to customers.
TRUE
FALSE
Refers to extremely large datasets, often containing millions or billions of customer transactions or records.
Data
Large Data
Big Data
Small Data
Critical Ingredients that you need access to the lowest level of customer transaction data, not data rolled up at the product or company level.
Customer focused
Longitudinal
Individual Customer Level
Behavioral and attitudinal
This encompasses the messaging, advertising, and customer demographics and segments.
Multidisciplinary
Multidisiplinary
Marketing
Sales
Product Development
Benefits of Customer Analytics that customers can select from a combination of features or service that meets their needs.
Reduced waste
Customization
Faster Delivery
Streamlined Campaigns
This data / information was broken down by concrete numbers and can be counted or measured in numerical values.
Countable Items
Discrete Data
Quantitative Data
Qualitative Data
This data has finite values and countable.
Countable Items
Discrete Data
Quantitative Data
Qualitative Data
In this level of measurement, some of the examples of this data are the company name, type of car, name of the country, gender, race, hair color and etc. This data is qualitative data.
Countable Items
Ordinal
Nominal
Quantitative
Data
A film critic lists the top 100 greatest movies of all time. Which level of measurement is being used?
Nominal
Ordinal
Interval
Ratio
A meteorologist compiles a list of temperatures in degrees Fahrenheit for the month of May. Which level of measurement is being used?
Nominal
Ordinal
Interval
Ratio
The teacher of a class of third graders records the percentage that each student got correct on the last science test. Which level of measurement is being used?
Nominal
Ordinal
Interval
Ratio
The teacher of a class of third graders records the eye color of each student. Which level of measurement is being used?
Nominal
Ordinal
Interval
Ratio
Is the following qualitative or quantitative data? Breed of cats owned by your friends.
Quantitative
Qualitative
Nominal
Ordinal
It is the template for what you measure including demographic data. Interaction Data
Descriptive Data
Behavioral Data
Attitudinal Data
Qualitative Data
This data becomes the framework for testing experiences. Includes making purchases, registering, and browsing.
Interaction Data
Descriptive Data
Behavioral Data
Attitudinal Data
You can spend a lot on the hard costs of software and services as well as the softer costs of employee _________.
Time
Sotfware
Man Power
Data
In setting a budget, ______________ is included because if you have millions of customers and as many monthly transactions, you’ll benefit with this.
Time
Sotfware
Man Power
Data
In ______________, the “right” analytics depends on the method. But one thing that all good customer analytics have in common is that they are meaningful to the customer.
Access to the Right Data
Customer Level Data
Analytics that Focus on the Customer
Getting Buy-in
In ______________, to do the most with customer analytics, you’ll want to gather data for each customer, not aggregated data at product or company levels.
Access to the Right Data
Customer Level Data
Analytics that Focus on the Customer
Getting Buy-in
In ______________ planning, collecting, and analyzing data is only good if something is going to be done about the insights.
Access to the Right Data
Customer Level Data
Analytics that Focus on the Customer
Getting Buy-in
Steps in Descriptive Analytics that identify the metrics that you want to get, and make sure they match the business goals of each group.
State Business Metrics
Identify Data Required
Extract and Prepare Data
Analyze Data
In __________, companies use a variety of tools to apply descriptive analytics, from spreadsheets to business intelligence software and mathematical operations.
State Business Metrics
Identify Data Required
Extract and Prepare Data
Analyze Data
Called the key financial metric included in a company’s financial statement.
Historical Trends
Reports
Financial Statement
Dashboards
Present a selection of Key Performance indicators and other important information tailored to the needs of each person. The information may be represented as charts or other visualizations to enable people to absorb it more quickly.
Historical Trends
Reports
Financial Statement
Dashboards
Companies can analyze sales growth by calculating quarterly revenue growth as a percentage and presenting the historical trend in charts.
Historical Trends
Reports
Financial Statement
Dashboards
Compare their performance with industry averages or published data from other companies.
Historical Trends
Business Performance
Key Performance Indicator
Strengths and Weaknesses
Which of the following are the two categories of quantitative data?
Nominal and ordinal
Ordinal and interval
Discrete and Continuous
Discrete and nominal
Which of the following is an example of quantitative data?
There are three sticks of butter in the sauce
The skin on her hand was smooth and silky
The boy was a track runner
We noticed that all the donuts with bites were chocolate cake with pink frosting
Which of the following is not an example of quantitative data?
The painting is 14 inches wide and 12 inches’ long
The new baby weighs six pounds and five ounces
98% of the graduating high school class is going to college
Notes taken during a focus group on the quality of the food at cafe mac
Which of the following is not an example of qualitative data?
The tan leather couch was soft and comfortable
The plump, white dog had cute whiskers
The cat ate four mice.
The purple flowers smelled like lilac and lavender.
A characteristic of a product or service that varies, which can often be manipulated.
Variable
Quality
Behavioral
Attitudinal
