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WorksheetsImportance of CX (Post Test)
Total questions: 10
Worksheet time: 4mins
Which of the following is not true based on the Future of CX report?
The price premium is real.
Good experience drive away customer.
Employee experience is the foundation.
Experience is the strategy.
One of the most important factor in Customer Experience is getting fast response.
True
False
Rational Loyalty is
Customer continues to purchase same products based on convenience.
based on transactions. Customers are attracted to quantitative metrics like incentives.
Customers buy based on customer service, trust, story telling,etc.
Emotional Loyalty is
Customer continues to purchase same products based on convenience.
based on transactions. Customers are attracted to quantitative metrics like incentives.
Customers buy based on customer service, trust, story telling,etc.
To build emotional experience, we need to focus on
joy, trust and security
joy, trust and belonging
joy, belonging and customer service
joy, experience and trust
Customers with low emotional engagement are more likely to have strong brand affinity compared to someone with high emotional engagement.
True
False
Improving Customer Experience will
decrease chances of up-selling
decrease Customer satisfaction
decrease Customer retention
improve Customer retention
Which of the following is important in Customer Service tone?
using correct punctuation
using emoji in the right context
not using capital letters in whole sentence
All the above
Our subconscious mind is able to think in negatives.
True
False
Choose the correct statement.
Customer Service tone should be negative and upbeat.
We must be natural and personable in our replies.
We must use a lot of emoji.
We do not need to be empathetic.
