Chapter 8: The Experience-Centric Organization
How many stages are there in the journey of experience delivery
3
The satisfaction a customer has with every aspect of a brand through every service encounter across the entire life of the relationship is called____
Customer experience
An organization that has a passion for customers that starts with the employees and has success rates and a highly loyal customer base would be considered _____
Customer-centric
In the ___ stage, organizations are focused on delivering service and are focused mainly on the organization
Customer-oriented
An organization that has embraced the customer experience at the core of the enterprise would be considered _____
Experience-centric
In a ___ organization, the customer experience is blueprinted through listening and understanding the customer as well as efforts to continue improvement and innovation
Experience-centric
True or false: Being a customer-centric firm is the final stage of the experience delivery journey
False
True or false: Services that are delivered just as the customer expects often stand out and are likely to be memorable
False
Tailoring experiences or communications using customer information, can help to trigger the emotions that deepen loyalty is called _____
Personalization
Which of the following is NOT one of the innovative services talked about in the text that amazon used to become a company committed to customer experience
Personalization
A company wants their service to stand out and be different, better than expected, and more innovative than similar services. this company is going to need to rely on ____ design
Service
True or false: Creating a memorable experience first requires understanding what baseline customer expectations are for service encounters
True
True or false: Organizations in the customer-orientation stage are about adapting their current product and service offerings to their customer base
True
True or false: Retaining customers and employees is equally important
True
True or false: The customer-centric organization identifies needs and then converts them into services
True
