Full CXS Certification Quiz Prep 2023
The data for each journey map touchpoint tells you which of the following?
1. An insight for action 2. Actions needed to drive change 3. How to improve a customer's experience (All the above)
Organizations wish to deliver an improved customer experience, but which of the following often undermines the effort?
1. Back office and trusted business partners unwillingness to change 2. Ineffective incentive programs 3. Entrenched business processes (All the above)
Customer experience leads to customer satisfaction, which in turn acts as an antecedent of:
1. Brand loyalty 2. Customer retention 3. market growth (All of the above)
For customer experience initiatives to be successful, their performance metrics must align with what the rest of the business is measuring. That means revenue and profitability, along with other "feeder" metrics such as which of the following?
1. Customer acquisition 2. Retention 3. Share of wallet (All the above)
Which of the following best exemplifies an organization with a customer-centric culture?
1. Employees are trained to anticipate customer needs 2. An open concept store where customers do not stand in front of customers 3. Conducting a meeting with an empty chair to represent the customer (All of the above)
Which of the following is a result of engaged employees who become brand ambassadors?
1. Employees recommend the company's products and services 2. Staff turnover is reduced 3. Improved customer service (All the above)
Which of the following is an attribute of a successful Chief Customer Officer?
1. Enhances profitability 2. Grows the customer base 3. Increases the strength of the customer base as an asset (All the above)
Which of the following is suggested for companies wanting to build their own CX ROI Model?
1. Enlist the CFO 2. Use existing metrics and be conservative 3. Create a simple story and organize results (All the above)
Which of the following is an example of an intersection or touchpoint between the customer and the company?
1. Entry space of a retail store 2. Store associate greeting 3. Phone call to the help desk (All the above)
Evaluation metrics must be clearly defined and?
1. Explained to employees 2. Agreed upon from the outset 3. Communicated throughout the organization (All the above)
Which of the following will increase customer loyalty?
1. Focus on reducing the effort customers make 2. Head off the need for follow-up calls 3. Address the emotional side of interactions (All of the above)
Customer Service Experience Leaders have a category-leading brand and which of the following?
1. Grow faster than their leading competitor 2. Are sustainably profitable 3. Are loyalty leaders in their market (All of the above)
Which of the following will the successful CCO (Chief Customer Officer) do for the company?
1. Grow the customer base 2. Enhance profitability 3. Increase the strength of the customer base as an asset (All the above)
Which of the following explains the increase in the number of available marketing metrics?
1. Increases in database technology 2. Advent of new channels of distribution for products and services 3. Identification of new drivers of customer and firm value (All the above)
A careful assessment of customer needs and wants not only prepares companies to deliver exemplary experiences, but it also helps companies do which of the following?
1. Innovate new products and services 2. Understand business objectives 3. Understand how customers fit with brand values (All the above)
Regarding CEM, companies are challenged in which of the following ways:
1. Integrating data 2. Linking customers' voices to outcomes and metrics 3. Effective action plans (All of the above)
Which of the following is essential when building the right company culture?
1. It must adhere to the core values. 2. It must be authentic. 3. It must be inclusive (All of the above)
Common single CX metrics include which of the following?
1. Net Promoter Score 2. Word of Mouth Index 3. Customer Effort Score (All the above)
The quality of the experience your customers have with your business should translate into which of the following?
1. Profitable growth 2. Customer loyalty 3. Customer expansion (All of the above)
Being able to put yourself in your customers' shoes and seeing the world from their perspective is essential for which of the following?
1. Proposition development 2. Innovation 3. Effective strategizing (all of the above)
Measurement can do which of the following?
1. Set customer benchmarks for a successful relationship. 2. Define key performance indicators for customers and business. 3. Provide strategic level information and detailed information for operations at the granular level (All the above)
Which of the following tells how customer journey-mapping can be used to transform your organization?
1. Spread a customer-centric culture across your organization 2. Prioritize your business unit's investments for the coming fiscal year to drive growth 3. Rejuvenate the growth of an existing product (All the above)
Which of the following is correlated to how a customer perceives a company?
1. The ease of interactions with a company 2. The emotion attached to company interactions 3. The value they gained from the interaction (All the above)
Which of the following best defines customer journey mapping?
1. The process of tracking and describing all the experiences customers have as they encounter a service or set of services 2. The process of taking into account what happens to customers during experiences, and also their responses to them 3. Knowing what happens to customers during their experiences and how those experiences make them feel in every step (All of the above)
When CX professionals lack a clear customer experience strategy and vision for their organization, which of the following may result?
1. They open themselves up to vague interpretation. 2. They don't provide sufficient direction to employees. 3. They avoid accountability for their CX efforts. (All of the above)
Which of the following insights are required to best design the customer experience?
1. Uncovering existing customer behaviors and needs 2. Uncovering past customer behaviors and needs 3. Uncovering the needs and behaviors of future customers (All of the above)
In general, the key drivers of success include which of the following?
1. Value 2. Service 3. Reputation (All the above)
Find the correct Net Promoter Score using the given percentages: Detractors = 25%, Passives = 35%, Promoters = 40%
15
Which of the following BEST defines "net promoter score"?
A customer advocacy metric used to rate how likely customers are to recommend the product or service
Which of the following BEST defines "customer insights"?
A deep understanding of a customer's needs and behaviors.
Which of the following BEST defines "systematic innovation"?
A facilitated, structured process to identify customer needs, develop creative ideas and invent solutions to fulfill those needs.
Which of the following best defines a pain point experienced by a customer?
A fear when using a product or service of a company
Which of the following must be created in order to offer a distinctive customer experience?
A memory has to be created
Meeting customer expectations should be the cornerstone for which of the following?
A relationship/building strategy AND trust
Which of the following scenarios is the best example of building a relationship with a customer rather than simply servicing a transaction?
A retail store clerk notices his customer has purchased baby food and reminds the customer the store has diapers on sale all this week.
In order to guide their decision-making and actions, some of the most successful companies use which of the following?
A set of core values
One of the primary approaches to change is facilitation and support and is exemplified by which of the following?
A slow introduction of the change process and provision of support for those affected
The central facets of a Voice of the Customer program from a customer's perspective include all the following EXCEPT:
Accountability
The process of generating more opportunities to increase sales applies to which of the following areas?
Acquistion
When analyzing customer feedback in a voice of the customer program, which of the following BEST describes "Predictive Analysis"?
Allowing companies to understand cause-and-effect and to forecast changes in a business outcome
All the following are important considerations when creating a customer-centric organization EXCEPT:
Allowing employees the option of investing monetarily in the company
Which of the following strategies is useful for in-depth follow-ups and engagement?
Always follow-up personally with every single person who submits an NPS survey
If you want engaged employees, you need to provide them with all the following EXCEPT:
Ambition
Which of the following could be adopted to systemically counter resistance from executives related to a customer experience strategy?
An iterative and inclusive process
There are six competencies you must master for success; which of the following CX practices is related to the competency-- customer understanding?
Ask customers for qualitative feedback about their interactions with the company.
The following categories are a measure of the "Net Promoter Score" EXCEPT:
Attrition
Which of the following involves the digitization and streamlining of steps in the journey that were formerly done manually?
Automation
Which of the following steps for using mobile banking relates to explaining the benefits of mobile banking?
Awareness
Which of the following customers generally produce fewer candid reviews and a much lower number of reviews per purchase?
B2B customers
Which of the following best practices with customers is related to knowing how to listen to their needs?
Become your users
An understanding and interest in which of the following will allow customer experience to move from process and techniques to understanding your customers' minds?
Behavioral psychology and social psychology
Which of the following design tools sets up a scenario and acts out roles, with or without props, focusing on the intuitive responses prompted by the physical enactment?
Body storming
Excellent products must appeal to users on which of the following levels of appeal for it to be considered well designed?
Both a cognitive and an emotional appeal
Fill in the blank. Once a business recognizes what each customer desires and expects, it is critical to align these needs and expectations with the company's____.
Brand
What term best describes the point at which a business is actively exploring ways in which a channel can support its activities?
Brand Interaction
Which of the following is to be used as the blueprint for customer experience?
Brand Strategy
Which of the following is the most challenging aspect of measuring the ROI of customer experience?
Building a model that connects CX metrics with changes in business results
Which of the following is MOST important when establishing a "Customer Insights" team?
Buy-in from stakeholders and team members
A new customer experience team that wants to make some improvements could devise a number of practical and achievable tactics. All the following tactics are useful EXCEPT:
Bypassing executive support
An example of a forward-looking financial metric is which of the following?
CLV (Customer Lifetime Value)
Which of the following design tools asks potential users to keep a written and visual diary of their impressions, circumstances, and activities related to the product?
Camera journal
Which of the following is NOT necessary to creating and sustaining a customer-centric culture?
Change all marketing material
Which of the following should be the focus of companies who wish to fill the gap between a customer-centric culture and customer perception?
Changing the thinking, habits, and behaviors of internal stakeholders
Which of the following design tools is a useful way to bring a typical customer to life and to communicate the value of different concepts to various target groups?
Character profiles
Because customer strategy is the core of the competitive advantage, companies are introducing which role to help create corporate and customer strategy?
Chief Customer Officers
Which of the following C-level executives should take responsibility for the customer experience if the company heavily focuses on the digital spectrum?
Chief Information Officer
When creating a customer experience measurement framework, which of the following is the first step?
Choosing the customer experiences to measure
Which of the following voice of the customer best practices BEST represents setting up and maintaining a formal process whereby someone is responsible for following up on every piece of customer feedback that get submitted and tracking each of those submissions through to resolution?
Close the feedback loop
All the following are benefits of using Likert Scale Surveys for customer experience measurement EXCEPT:
Collect qualitative insights
Which of the following departments should be MOST responsible for following a measurable customer experience objective?
Company execs, IT dept, marketing dept (all departments)
Which of the following is an example of a managed touchpoint?
Company website
Focus on brand training enables people to turn company and brand values into which of the following?
Competitive Advantage
A firm may need to consider all the following capabilities when evaluating benefits and cost EXCEPT:
Competitor readiness
All the following are examples of customer journey touchpoints for a hotel EXCEPT:
Competitor's business
There are six competencies you must master for success; which of the following CX practices is related to the competency-- customer understanding?
Conduct open-ended qualitative research that deepens your understanding of customers and explores unmet needs.
Which of the following best summarizes how companies must first focus regarding customer interactions?
Consistently meet expectations by removing obstacles and "making it easy" for customers
Which of the following involves using knowledge about where a customer is in a journey physically (entering a hotel) or virtually (reading product reviews) to draw him forward into the next interactions the company wants him to pursue?
Contextual interaction
Which of the following benefits of the voice of the customer program applies to the product development team?
Contributes to product improvement and identifying future products
Which group of people is most important in sustaining successful implementation of the customer experience strategy?
Contributions from people at all levels are necessary
Which of the following refers to any of a broad class of statistical relationships involving dependence, though in common usage it most often refers to the extent to which two variables have a linear relationship with each other?
Correlation
Companies building the most effective journeys master four interconnected capabilities including automation and all the following EXCEPT:
Cost reduction
Which of the following BEST exemplifies a strategy to improve employee communication tools?
Creating an internal blog forum, hosted by the company website
Which of the following types of validity is used when the results from the instrument accurately relates/predicts some kind of external variable?
Criterion-related validity
Which of the following organizational strategies is BEST exemplified when all employees are working towards the same goal?
Culture
Understanding culture and bringing it to the surface of conversations in a company is important for which of the following reasons?
Culture is latent and subconscious and could undermine an attempt to direct a company's efforts if not openly planned for
All customer experience statements are written from the point of view from which of the following?
Customer
Which of the following is the most useful measuring tool after customer service interactions, website visits, online checkouts, and purchases or sales interactions?
Customer Effort Score (CES)
Recent research, management books, and actual corporate experience have emphasized that it is critically important for firms to focus on which of the following?
Customer Experience
Which of the following defines CXO?
Customer Experience Officer
Which of the following may influence the overall customer experience?
Customer brand perception and prior experiences with that brand
Case analysis: A customer calls his mobile phone provider outraged over unexpected roaming charges, threatening to change providers. The agent explains that this billing is written in the contract, but sympathizes with the customer. Upon reviewing the customer's profile information, the agent offers a partial credit for the roaming charges. The agent carefully interviews the customer about his mobile phone needs and upgrades him to a plan that can accommodate unexpected roaming. --Which of the following does this scenario BEST exemplify?
Customer dialogue
Which of the following MOST impacts customer retention?
Customer engagement
Which of the following is the perception your customers have of their interactions with your company?
Customer experience
Which of the following is a TRUE statement?
Customer experience is not the same as customer satisfaction
Which of the following is the most accurate statement?
Customer experience is the greatest untapped source of both decreased costs and increased revenue in most industries.
Which of the following components defines the customer experience framework that aligns with how customers judge an experience?
Customer experience strategy
Which of the following is the shared vision between employees and partners of an organization?
Customer experience strategy
Which of the following has a powerful impact if openly posted on bulletin boards or social media sites?
Customer feedback and testimonials
Which of the following are a deep understanding of a customer's needs and behaviors--both known needs that the customer can identify, and the latent needs that they cannot?
Customer insights
Which of the following is the most accurate statement?
Customer insights are used to inform a company's strategy
Which of the following research methods is BEST described as a primary research source that qualitatively collects direct feedback from customers on a one-on-one basis?
Customer interviews
Which of the following are used to look at very specific customer-company interactions?
Customer journey maps
Customer strategy must cut across functional boundaries and holistically examine which of the following?
Customer needs and behaviors
Companies should insist that every business process, policy, and practice be designed with an unblinking eye on which of the following?
Customer satisfaction
The Chief Customer Officer provides the comprehensive and authoritative view of the customer and in essence becomes which of the following for the company?
Customer voice and advocate
In many cases, _________ now control the relationship they have with brands which represent a shift for marketing from company sales cycles to customer buying cycles.
Customers
The majority of customer insights will come from which of the following?
Customers
Which of the following are beginning to realize that the shift in power toward them is gaining momentum?
Customers
Which of the following is NOT one of the challenges met in building customer strategy in today's market?
Customers are not interested in obtaining information that gives them additional power
Which of the following is the most accurate statement?
Customers are the people who have purchased your goods or services, and those who intend to buy your goods/services.
Fill in the blank. Operational service quality is the operation's systematic assessment of how well service is_________to the client:
Delivered
Which of the following is the first step in managing employee engagement?
Delivering the company's mission statement to employees
One of the primary approaches to change is coercion and is exemplified by which of the following?
Demanding support or experience loss of rewards and resources
Which of the following is the first step in persona building?
Describe your customers
Which of the following types of research deals with everything that can be counted and studied which has an impact on the experience of customers?
Descriptive
Which of the following teams shape user interfaces?
Design
Copying other companies' knowledge strategies and thinking that their strategies will work for you is contrary to which of the following best practices for knowledge management?
Design a unique framework for knowledge management
Which of the following is the final phase of the journey mapping experience?
Design new experiences
Which of the following is a recommendation for undertaking a customer journey-mapping effort?
Develop an outside-in perspective
Which of the following steps to improving the customer experience will BEST explain communicating with repeat customers, contacting them for renewing and up/cross-selling?
Develop lead nurturing customer management plans for target audiences
Which of the following is the first and most important question when measuring customers' experience with products, services, and channels?
Did we meet their needs?
Studies have shown performance discrepancies between employees and customers are a result of which of the following?
Different interpretations of the customer experience
A firm which wants to improve its customer intelligence strategy can make use of which of the following success tips?
Differentiate customers based on value
All the following are the results of an effective measurement program for a company EXCEPT:
Discover the cost of doing business with another company
Which of the following sequences correctly shows the four levels of experience prototyping?
Discussion, participation, simulation, pilot
Which of the following BEST describes employees who produce lower levels of service quality and productivity, whose motivation is poor, and have selective competence?
Disengaged employees
Well-defined communication strategies include consistent themes and which of the following?
Distinctive and consistent branding
All the following are solutions for increasing company transparency EXCEPT:
Distributing information to upper-level executives only
All the following recommendations could be adopted by a small group of people wanting to improve the customer experiences of an organization EXCEPT:
Don't consider where to locate the customer experience unit within the organization
Which of the following design tools is a good way to debunk assumptions and reveal how people conceive of and order their experiences or activities?
Draw the experience
Which of the following key business objectives BEST represents the key drivers of customer satisfaction related to the simplicity of the billing experience and factors within the pay touchpoint?
Ease
Which of the following components of a culture of employee delight will BEST exemplify teaching employees skills to resolve problems?
Education
Which of the following BEST describes this motto: "Good news is no news; no news is bad news; bad news is good news"?
Embracing negative feedback from customers to improve the company
Which of the following could be described as a human experience?
Emotional effect of services, impact quality of life
Which of the following is viewed as the new yardstick by which people in organizations are judged for excellence in performance?
Emotional intelligence
Which of the following objectives BEST fits the focus of training employees to become more self-aware, use empathy and self-restraint, and develop stronger relational skills?
Emotional intelligence training
Complete the blank: Customers who are _____ connected to a product or brand spend more, and more readily become loyal.
Emotionally
Every touchpoint in a customer journey is an opportunity to connect in which of the following ways?
Emotionally
Which of the following could be described as the inspiration behind the customer experience movement?
Empathy
Which of the following pillars of customer experience excellence is directed at achieving an understanding of the customer's circumstances to drive rapport?
Empathy
Which of the following is a tool used to garner deep insights about how your customers think, feel, hear, and do?
Empathy map
Organizations can gain which of the following by finding ways to make employees proud of what the company does?
Employee commitment
All the following are examples of customer feedback systems EXCEPT:
Employee recruitment
It is often the customer experience generated by which of the following that makes the customer feel that they come first?
Employees
One of the critical drivers for growth is the value created by which of the following?
Employees
Which of the following is often unaccounted for during the design process of products or services?
Employees and partners' needs
Which of the following has research shown to be the most effective form of employee engagement in the workplace?
Employees who are emotionally connected
All the following is evidence that a hospitality business is growing EXCEPT:
Employment of more staff
What is a critical way to foster a positive employee experience that will, in turn, lead to a positive customer experience?
Empower the teams on the front lines to make their own decisions
Which of the following BEST describes employees who provide higher levels of service quality and production, who strive for recognition, and are highly competent?
Engaged employees
Which of the following is most needed to deliver a consistent, outstanding, and memorable customer experience to differentiate a company from the competition?
Engaged frontline employees
Which of the following is responsible for ensuring touchpoint experiences are as intended and the only way to do this well is to build a robust VOC system/program?
Entire companies and organizations
Which of the following is generally proven true through research?
Exceeding customer expectations during service interactions makes customers only marginally more loyal than simply meeting needs.
Which of the following design tools is used to identify individuals who are extremely familiar or completely unfamiliar with the product and ask them to evaluate their experience using it?
Extreme user interviews
Which of the following strategies for Embedding Customer-Centricity into Your Organization BEST describes utilizing social media channels and listening to customer opinion?
Feedback drives continuous improvements
Which of the following is one of the most important steps in building a mature VOC system as it relates to feedback from customers?
Feedback received does not go unheard.
All the following are types of employee engagement EXCEPT:
Feeling protected
Which of the following do typical business cases rely on for Cost-Benefit Analysis?
Financial metrics
Which of the following is the reason a company must guide the activities and decision making of employees at every level of the organization?
For delivering on a company's brand promises
The most effective customer experience design works______________.
From the outside in (i.e., from the customer's perspective)
A corporate marketing team has decided to launch a grassroots campaign to curb customer attrition. Which of the following is the team most likely to do?
Gather input from every part of the business
Which of the following BEST describes companies granting their front-line employees considerable latitude to create a sense of ownership to improve the customer experience?
Giving people purpose, not rules
Which of the following BEST describes giving employees a set of standards and priorities that guide their behavior and allowing employees to feel trusted to do their job?
Giving people purpose, not rules
Which of the following components of a "culture of employee delight" BEST exemplifies providing employees with opportunities to advance in the company?
Growth
All the following are best practice characteristics of "Closing the Loop" for a VOC program EXCEPT:
Guarantee the customer that they will be satisfied with the response
Creating great customer experience comes down to which of the following?
Having great people and treating them well
Today, brand values must be developed with all the following questions EXCEPT:
How do we do it better than the competition?
Design thinking is a deeply human-centered approach of using intuition and the interpretation of observations to best develop which of the following?
Ideas that are emotionally meaningful and connected to those you are designing for
Measurement informs decisions, and metrics are most valuable when used for which of the following reasons?
Identify and fix customer problems
Which of the following is the first step required for successful change?
Identifying a situation in which change is seen as necessary and desirable
All the following are principles used to embed customer experience into the organization EXCEPT:
Ignore the employee experience
All of the following are activities used to achieve the goal of collecting and analyzing customer voice EXCEPT:
Illustrate the impact of customer perceptions and use of products
The results of a qualitative user experience management system will ultimately improve all of the following facets of a business EXCEPT:
Improved competition awareness
It is important to do which of the following at each step of the design process?
Include real customers at each step
If a company wants to hire employees to deliver an outstanding customer experience, they should focus on attracting:
Individuals who demonstrate the character and competencies to deliver the customer experience in alignment with the company's vision
Which of the following requires the application of design thinking?
Innovation
When current employees are on their way to being customer-centric, turning attention to future employees best describes which of the following?
Integrate customer experience principles into hiring and onboarding
Which of the following can be gathered by reviewing each functional area to understand where customers have expressed frustration over current processes?
Internal insights
In an interaction, oftentimes the best way to make a customer happier is to do which of the following?
Intervene temporarily to help them focus
Which of the following results indicates how customer experience affects loyalty?
It correlates with repurchasing and not leaving for another company. Therefore, it affects many aspects of loyalty.
Which of the following is a limitation of customer effort as a core metric?
It does not address demand failure
One of the reasons ideation is most helpful is because of which of the following?
It does not include the constraints of existing solutions
Which of the following is a reason to use narration as a design tool?
It is a useful way to reach users' motivations, concerns, perceptions, and reasoning.
Which of the following plot the entire course of a customer's relationship with a company?
Journey maps
Which of the following will help you document what your customers really do?
Journey maps
Which of the following leads to customer experience improvements that matter to an organization or company?
Knowing what the customer wants.
Which one of the following is a potential consequence of using self-service technology?
Lack of human interaction
The best employee recognition programs use a combination of formal and informal approaches that balance feedback from which of the following?
Leaders, Peers, Customers (All of the above)
For which of the following do respondents specify their level of agreement or disagreement on a symmetric agree-disagree scale for a series of statements?
Likert scales
Which of the following is a trait that can be taught to employees?
Listening to customer's needs
Which of the following BEST describes the process of using mechanisms of communication like open meetings, anonymous channels, or via an ombudsman?
Listening to employees
Which of the following is the most accurate statement?
Lowering the barriers to customers using your product or service can increase profits.
All the following are a part of the Customer Experience Value Equation EXCEPT:
Loyalty
The term "Make them come back" hopes to measure?
Loyalty
The six fundamental components of every great customer experience have been identified and validated and they predict commercial success with strong performance improving which of the following?
Loyalty and Advocacy
Which of the following is the best way of engaging and retaining employees?
Make best use of employee talents and invest them with responsibility
Which of the following descriptions BEST defines the brand fundamental "Building a Branded Culture and Celebrating Success"?
Making sure everyone knows the company's values, how to use them, and utilizing peer recognition
The best practices in driving business success through customer intelligence involve putting the customer at the heart of the business. This can be achieved by which of the following?
Manage information intensely to promote continuous improvement
Which of the following must be fully aligned to meet or exceed the promises made by an organization?
Marketing and Customer Experience
Interviewers should look for all the following customer-centric behaviors in job candidates EXCEPT:
Maturity to recognize the mistakes in other coworkers
Which of the following uncovers opportunities for improvement, and track progress over time?
Measurements, metrics and ROI
Which of the following BEST describes a "Moment of Truth" during a customer interaction?
Meeting the satisfaction when a customer's expectation is highest
By linking an employee recognition program to the criteria used to form the ideal experience, organizations emphasize the chosen behaviors needed to create which of the following?
Memorable experiences
Which of the following is an example of a self-servicing capability?
Mobile applications that allow customers to complete transactions
Companies with higher-than-average levels of engagement with their customers have all the following EXCEPT:
More customer concerns
When people are trusted to do their job and are given clear expectations rather than an instruction manual, they feel which of the following?
More valued
All the following are critical success factors for the Chief Customer Officer EXCEPT:
Must cross revenue boundaries that need improvement
Ethnographic research involves observing customer behavior mostly in which of following locations or experiences?
Natural setting
Design thinking focuses on which of the following?
Needs of the user
During which of the following team development stages includes the task of increasing productivity to the team's goals, and an evaluation of the team processes?
Norming
Which of the following stages may be the most critical in terms of deciding whether or not a change process will happen?
Objective setting and strategic execution
A design tool called "Fly on the Wall" would require which of the following?
Observe and record behavior within its context, without interfering with people's activities
What is the first step that should be taken when developing a branded customer experience?
Obtain a clear understanding of the vision of the company by conducting executive interviews
All the following are principles put into practice in an organization to improve the customer experience EXCEPT:
Offer talking points
All the following are important regarding making information data trustworthy for a company EXCEPT:
Only ask questions following a sale
Which of the following customer feedback levels is taken to a managerial level whereby feedback is disseminated throughout the company?
Organizational level
Which experience prototype is used to improve how the touchpoints work together over time in the real world?
Participation
Organizational change is a planned effort and is about which of the following?
People
"At least the agent was pleasant." is a customer experience that would be measured by which of the following metrics?
Perception metrics
Frustrated that phone agent needs so much information is a customer experience that would be measured by which of the following metrics?
Perception metrics
Which of the following is an aspect of managing with a Development-Focus?
Performance is measured by new products/features launched
Which of the following is BEST exemplified when customer experiences are measured and communicated regularly?
Performance tracking
Taking customer data and turning it into a compelling picture or story is an example of using which of the following?
Personas and journey maps
Which of the following statements is TRUE?
Positive "word of mouth" spread on the Internet has been shown to be an important indicator of future success.
All the following are examples of customer touch points EXCEPT:
Price
A strong brand can enable a firm to command which of the following?
Price premiums
All the following are attributes that create customer loyalty EXCEPT:
Profit Margin
Customer effort is essentially focused on which of the following?
Promoting ease of use, simplicity and effortless interaction with customer touchpoints
Which of the following allows people to take risks, putting forth half-baked ideas, without losing face or suffering consequences, and it implies an iterative process of visiting and revisiting ideas?
Prototyping
Which of the following BEST defines "improved self-service"?
Provides customers with the ability to diagnose or even control their services from a self-care application, such as with proactive alerting, enhanced root cause analysis, decision support/recommendation through multiple channels
Which of the following BEST describes the acquisition stage of the "Customer Journey"?
Purchase
Moments of truth influence a customer's decision to do which of the following?
Purchase, stay, or leave
41. Which of the following is expressed through three variables: goals, words, and policies?
Purpose
Which of the following must be the focus in order to reduce errors while maintaining the highest product and service delivery standards?
Quality
Financial performance data along with sales metrics such as acquisition, renewals, and churn fall under which of the following categories of measurement tools?
Quantitative
All the following are examples of design tools EXCEPT:
Quick surveying
Which of the following correctly describes the ROI formula?
ROI = Net Profit divided by Investment x 100
When organizations motivate employees to change their behaviors and provide customer-centric communications and training to help the process along, it is referred to as which of the following?
Rally and align all employees to the cultural transformation
Which of the following contexts in moments of truth goes back to CX's foundational tenet, where the sum total of a customer's interactions determines how the customer feels about their relationship with the organization?
Relationship context
Marketing your brand and building which of the following have always been important parts of doing business?
Relationships
Which of the following is defined as the degree to which a research instrument or survey produces consistent results?
Reliability
A human-centered design process must begin with which of the following?
Research to understand customers needs and motivations
The process of creating customer loyalty applies to which of the following areas?
Retention
Which of the following is the ability of an organization to keep and grow the customers it already has?
Retention & Expansion
The Chief Customer Officer is able to provide operational stability by focusing on retaining customers in order to protect which of the following?
Revenue
Which of the following determines the real causes of your customer experience problems?
Root cause analysis
Which of the following is a powerful and effective delivery model that by its nature can diminish the intimacy of the customer relationship?
Self-service
What do startup teams design that innovatively increase a customer-centric work environment?
Services they want to experience in their own lives
Based on their learning from the customer research and the development of experience, the Experience Team should set out to do all the following EXCEPT:
Set product/service value
Which of the following design tools involve tagging along with people to observe day-to-day routines, interactions, and contexts?
Shadowing
Which of the following design tools will reveal design opportunities and show how a product might affect or complement users' behavior?
Shadowing
Which of the following terms is used to describe staff tending to work on the efficiency in their area rather than the quality of the complete customer experience?
Silos
Which of the following is a disadvantage of qualitative research?
Small sample sizes and high cost due to human capital
Companies collect and share which of the following to illustrate the intended outcome of cultural transformation?
Stories of customer interactions
Which of the following is a disadvantage of quantitative research?
Superficial understanding of participants' thoughts and feelings
Which of the following are difficult to create if a company wants to know about the nuances of about how a customer did something?
Surveys
Which of the following are most likely to reach the largest group of customers?
Surveys
Which of the following is generally the primary building blocks of a voice of the customer program?
Surveys
Which of the following types of reliability is used when the same instrument or survey is given to a group of people at two different times?
Test-retest
Before you start developing a Customer Experience (CX) Strategy, which of the following is an effective first step?
The CX lead should uncover how the brand is currently experienced by customers and what the organization's vision is for the future.
Which of the following is transforming relationship marketing from its initial database orientation into collaborative relationships with customers?
The Internet
Which of the following BEST defines "customer effort"?
The amount of effort a customer must expend to do business with or to obtain support from a company
Companies should measure the cost of the reward and recognition system and compare to which of the following?
The benefits gained
Which of the following do you first need to understand to choose which customer experiences you want to measure?
The big picture, or broad view of the overall customer experience over time.
In practice, what is the main barrier to providing consistently positive customer experiences?
The company's perception of their delivered service quality is not aligned with the customers' perceived service quality
Which of the following best defines experience design?
The conceptualization, development, and orchestration of all interactions between a customer and a brand
Which of the following explains why employee rewards and incentives should be more than merely financial?
The corporation should be sensitive to the motivations of the employee
Which of the following should be central to the framework of company reorganization?
The customer
Which of the following does a customer journey map plot?
The entire journey of a customer's relationship with a company.
Moments of truth can be BEST described as which of the following?
The most critical customer interactions
Benefits to the customer will generate benefits to which of the following?
The organization
Which of the following illustrates a job candidate's quantifiable results in exceeding performance goals?
The resume states the increase in revenue due to his or her contributions
Which of the following BEST identifies this description: "information is used after there is a record of a customer interaction?"
The timing of Customer Relationship Management
Which of the following statements is most accurate?
The way a customer feels will dictate how they will behave and whether they remain a customer.
Case scenario: Company executives log time with customer support employees taking phone calls from customers to truly understand what it's like to support that customer. -- Which of the following processes does this scenario BEST represent?
Thinking like the customer
Fill in the blank. For service designers, the objects of design are experiences over ____.
Time
Which of the following is a reason to use character profiles as a design tool?
To bring a typical customer to life and to communicate the value of different concepts to various target groups
Which of the following is the most likely reason a company would offer a job to a consultant and ask the consultant to train its staff in the skills that are desired?
To enable staff to carry-out similar tasks
Which of the following best defines ideation?
To think about and share ideas
Which of the following can wear down an employee's positive attitude?
Too much focus on tasks
Which of the following is the primary purpose of the VOC process or programs?
Understand what customers want and say
Which of the following is at the heart of service design?
Understanding People
There are six competencies you must master for success; which of the following CX practices is related to the competency-- design?
Use a human-centered process to design/update each of the company's core customer experiences.
Maintaining customer data in scattered silos is a pitfall to avoid for which of the following best practices for customer relationship management?
Using trustworthy data accessible by all to inform next best actions
Value created for the organization from the sale of the service for which a customer or some other agency pays is referred to as which of the following?
Value-in-exchange
Which of the following is an example of Mapping the Customer Experience?
Visually illustrates the customers' processes, needs, and perceptions throughout their relationships with a company
Because employees are a fountain of valuable information, companies should use the same rigor with employee feedback that they do with customer feedback by using which of the following?
Voice of the employee programs
All the following are measured by an outcome metric EXCEPT:
Website Visits
A VOC process or program responds to all the following questions EXCEPT:
What do employees think of the customers?
In contextual interviews, which of the following underlying research question may be answered when asking a customer, "What must happen when using the product or service?"
What happens after you have completed the activity?
Fill in the blank. The fundamental concept to embrace when you design a service is that perceived quality is defined by the gap between ____.
What people expect and what they actually experience
In contextual interviews, which of the following underlying research question may be answered when asking a customer, "Are there different ways of doing this?"
What procedures are used?
Which of the following BEST describes "churn"?
When disengaged customers leave a company
Besides the NPS, which of the following measurement tools uses the terms promoter, passive, and detractor?
Word of Mouth Index (WoMi)
For the creation of a customer journey map, all of the following are tracked EXCEPT:
Word of mouth about a product or service
When designers, product managers, and marketers look to user goals as the main driver of both product development and marketing, on which of the following is the company focused?
customer experience
Implementing tools that provide a 360-degree view of customers includes gaining an understanding of all the following EXCEPT:
customer recruitment
Which of the following is BEST for attracting customer loyalty?
garnering respect and trust
Which of the following refers to how we manage ourselves and includes self-awareness, self-regulation, and motivation?
personal competence
For the customer, service means ______________, as seen by them, as discussed with friends and as felt when they interact with people and/or technology within the organization.
their experience
