5b. Culture and Accountability - Part 2

Question 1

All the following are steps used in establishing a customer effort program EXCEPT:

A) Review existing feedback

B) Ensure feedback can be correlated to the transaction

C) Identify friction points

D) Analyze customer feedback as it relates to business quality

Answer 1

D) Analyze customer feedback as it relates to business quality

Question 2

All the following are attributes that create customer loyalty EXCEPT:

A) Profit margin

B) Brand image

C) Product value

D) Customer service experience

Answer 2

A) Profit margin

Question 3

Which of the following BEST exemplifies a strategy to improve employee sustainability engagement?

A) Challenging employees to go paperless in the workplace

B) Creating an Inclusion and Diversity day within the workplace

C) Employees writing Thank You letters to loyal customers

D) Quarterly meetings hosted by the CEO is open to all employees

Answer 3

A) Challenging employees to go paperless in the workplace

Question 4

Your company brand represents which of the following?

A) Company priority

B) Company promise

C) Company wages

D) Company revenue

Answer 4

B) Company promise

Question 5

Which group of people is most important in sustaining successful implementation of the customer experience strategy?

A) The customer-facing employees

B) Middle management

C) The executives

D) Contributions from people at all levels are necessary

Answer 5

D) Contributions from people at all levels are necessary

Question 6

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?

A) Accountability partners for self-development

B) Celebrating customer success stories

C) Emotional intelligence training

D) Implementing metrics and incentives

Answer 6

C) Emotional intelligence training

Question 7

There are six competencies you must master for success; which of the following CX practices is related to the competency– customer understanding?

A) Reject or rework projects that would hurt core experiences in unacceptable ways.

B) Say no to work that might improve customer experience in general but does not align with core CX priorities.

C) Validate that the design/update of each core experience aligns with the CX vision.

D) Ask customers for qualitative feedback about their interactions with the company.

Answer 7

D) Ask customers for qualitative feedback about their interactions with the company.

Question 8

There are six competencies you must master for success; which of the following CX practices is related to the competency– measurement?

A) Analyze customer analytics to identify patterns and trends in customers’ behavior.

B) Conduct open-ended qualitative research that deepens your understanding of customers and explores unmet needs

C) Ask customers for qualitative feedback about their interactions with the company.

D) Measure events and attributes of customer interactions that are likely to affect customer perceptions.

Answer 8

D) Measure events and attributes of customer interactions that are likely to affect customer perceptions.

Question 9

Because customer strategy is the core of the competitive advantage, companies are introducing which role to help create corporate and customer strategy?

A) Chief Executive Branch Managers

B) Marketing Strategists

C) Chief Customer Officers

D) Customer Finance Specialist

Answer 9

C) Chief Customer Officers

Question 10

All the following statements are most aligned with branding in the Customer Experience Age EXCEPT:

A) The quality of our coffee is better than our competitors.

B) The design of our locations is comfortable and set up so you can meet with friends.

C) We provide coffee convenient for your needs and is served in an environment you want to experience.

D) Although we buy only the best, we ensure that we have what you want by constantly checking with you.

Answer 10

A) The quality of our coffee is better than our competitors.

Question 11

Which of the following steps to optimizing the customer experience involves the management team being able to describe the day-in-the-life of the company’s customers?

A) Creating a customer-centric organization

B) Defining a holistic customer strategy and vision

C) Establishing and maintaining executive buy-in and support

D) Testing, measuring, and learning

Answer 11

A) Creating a customer-centric organization

Question 12

Which of the following components of a “culture of employee delight” BEST exemplifies treating employees with star treatment?

A) Education

B) Evaluation

C) Recruiting

D) Rewards

Answer 12

D) Rewards

Question 13

Customer strategy must cut across functional boundaries and holistically examine which of the following?

A) Customer dependability

B) Customer availability

C) Customer needs and behaviors

D) Customer disadvantages

Answer 13

C) Customer needs and behaviors

Question 14

Which of the following competencies of the Customer Focused Enterprise includes multi-channel interactions?

A) Customer authority

B) Customer dialogue

C) Integrated execution

D) Solution experience

Answer 14

C) Integrated execution

Question 15

Which of the following are considered behind-the-scenes personnel?

A) Call center agents, retail staff

B) Sales reps, security guards

C) Delivery staff, contract technicians

D) Tech vendors, marketing

Answer 15

D) Tech vendors, marketing

Question 16

Which of the following metrics is utilized by companies to measure the effects of customer experience-driven processes?

A) Customer awareness

B) Customer Marketing

C) Customer visits

D) Return on investment

Answer 16

D) Return on investment

Question 17

Defining information architecture is a best practice for which of the following?

A) Aligning the organization for success

B) Designing a framework for knowledge management

C) Focusing on the agent experience

D) Continually improve knowledge management practices

Answer 17

B) Designing a framework for knowledge management

Question 18

Which of the following is essential because it holds employees accountable for their role in the customer experience journey and gives a boost to initiatives that improve customer experience?

A) VOC, customer insight, and understanding

B) Organizational adoption and accountability

C) Customer-centric culture

D) Metrics, Measurement & ROI

Answer 18

B) Organizational adoption and accountability

Question 19

Understanding culture and bringing it to the surface of conversations in a company is important for which of the following reasons?

A) Culture is latent and subconscious and could undermine an attempt to direct a company’s efforts if not openly planned for

B) Culture is subconscious within a company and is enacted in the same way for everybody

C) Culture is the backbone of a company and employees will ignore it

D) Multicultural environments could clash within a company

Answer 19

A) Culture is latent and subconscious and could undermine an attempt to direct a company’s efforts if not openly planned for

Question 20

There are six competencies you must master for success; which of the following CX practices is related to the competency– culture?

A) Assess the empathy and customer centricity of job applicants.

B) Model the impact that CX quality has on your core business goals (e.g., revenue growth, retention). Use a human-centered process to design/update each of the company’s core customer experiences.

C) Validate that the design/update of each core experience aligns with the CX vision.

D) Measure customers’ overall perception of core customer experiences.

Answer 20

A) Assess the empathy and customer centricity of job applicants.

Question 21

Just like the CEO, CMO, and COO are uniquely accountable for shareholder value, market awareness, and operations, the Chief Customer Officer (CCO) should be uniquely accountable for all the following EXCEPT:

A) Driving profitable customer behavior

B) Creating a customer-centric culture

C) Leveraging in-depth customer insight

D) Developing market-strong environmental influence

Answer 21

D) Developing market-strong environmental influence

Question 22

Sharing results of customer data on an ongoing basis with senior management and front-line workers to establish and review policies and procedures is an example of which of the following customer experience growth strategies?

A) Creating metrics that matter

B) Empowering employees

C) Using feedback

D) Visibility of leadership

Answer 22

C) Using feedback

Question 23

Which of the following situations will BEST exemplify inefficiency and risk of decreased profits?

A) Adjusting the delivery of areas where interaction doesn’t matter

B) Aligning interaction to customer touch points that matter

C) Aligning interaction to each customer at every point of contact

D) Increasing customer delight when it makes sense

Answer 23

A) Adjusting the delivery of areas where interaction doesn’t matter

Question 24

All the following are keys to building a strong internal or employer brand EXCEPT:

A) Defining your values and mission

B) Improving employee engagement

C) Give your external brand an identity – and align it with the internal brand

D) Recognize, reward and incentivize

Answer 24

C) Give your external brand an identity – and align it with the internal brand

Question 25

Which of the following best completes the statement: “Customer experience leads to profits if…”?

A) You treat it as a business discipline.

B) You do not throw too much money at it.

C) You deal with it seriously.

D) You increase customer satisfaction.

Answer 25

A) You treat it as a business discipline.

Question 26

Which of the following descriptions BEST defines the brand fundamental “Building a Branded Culture and Celebrating Success”?

A) Aligning the company brand across a broad range of constantly moving parts

B) Applying the brand strategy throughout the company

C) Branding used in informing and guiding all front-line and online interactions

D) Making sure everyone knows the company’s values, how to use them, and utilizing peer recognition

Answer 26

D) Making sure everyone knows the company’s values, how to use them, and utilizing peer recognition

Question 27

The process of generating more opportunities to increase sales applies to which of the following areas?

A) Acquisition

B) Efficiency

C) Retention

D) Satisfaction

Answer 27

A) Acquisition

Question 28

When developing a customer experience strategy, what is often the biggest barrier to change within a company?

A) Lack of financial resources

B) Inadequate educational materials and training

C) Short-term thinking and poor execution for all levels.

D) Poor employee morale in the face of change

Answer 28

C) Short-term thinking and poor execution for all levels.

Question 29

All the following practices exemplify “Culture” EXCEPT:

A) Clearly defined performance standards for quality/customer service

B) Good cooperation among departments

C) People are proud to work for the company

D) Strong feelings of teamwork

Answer 29

A) Clearly defined performance standards for quality/customer service

Question 30

Which of the following C-level executives should take responsibility for the customer experience if the company heavily focuses on the digital spectrum?

A) Chief Executive Officer

B) Chief Information Officer

C) Chief Operations Officer

D) Head of Business Unit

Answer 30

B) Chief Information Officer

Question 31

Which of the following is an attribute of a successful Chief Customer Officer?

A) Enhances profitability

B) Grows the customer base

C) Increases the strength of the customer base as an asset

D) All the above

Answer 31

D) All the above

Question 32

Which of the following components of a “culture of employee delight” BEST exemplifies providing employees with opportunities to advance in the company?

A) Education

B) Evaluation

C) Growth

D) Rewards

Answer 32

C) Growth

Question 33

Which of the following employee engagement factors will BEST foster optimum health and work-life balance to thrive in the workplace?

A) Achievement

B) Connection

C) Innovation

D) Well-being

Answer 33

D) Well-being

Question 34

If you want Board members to see through the eyes of the customer, you have to get them out of the boardroom and into which of the following?

A) The market

B) The environment

C) The culture

D) The store

Answer 34

B) The environment

Question 35

Which of the following performance reporting tools in a call center is BEST defined as providing real-time and graphical feedback with at-a-glance access to key indicators?

A) Dashboards

B) Metrics

C) Reports

D) Scores

Answer 35

A) Dashboards

Question 36

Which of the following is NOT a reason that the Chief Customer Officer is hired?

A) Manage price fluctuations

B) Address chronic customer crisis

C) Create sustainable competitive advantage

D) Protect and retain existing customers

Answer 36

A) Manage price fluctuations

Question 37

By definition, the Chief Customer Officer owns the shaping of corporate strategy and which of the following?

A) The voice of the customer

B) The view of the company

C) The voice of the employee

D) The view of the customer

Answer 37

A) The voice of the customer

Question 38

Which of the following must be the highest priority when costs rise and customers flee because of their experience?

A) Generating cash

B) Strengthening the brand

C) Improving customer experience

D) Lowering costs or prices

Answer 38

C) Improving customer experience

Question 39

There are six competencies you must master for success; which of the following CX practices is related to the competency- measurement?

A) Assess the impact that all projects and decisions will have on core customer experiences.

B) Reject or rework projects that would hurt core experiences in unacceptable ways.

C) Report CX quality metrics to governing bodies (e.g., budgeting, design, technology) to inform future decisions.

D) Say no to work that might improve customer experience in general but does not align with core CX priorities.

Answer 39

C) Report CX quality metrics to governing bodies (e.g., budgeting, design, technology) to inform future decisions

Question 40

Which of the following is NOT a function of a steering committee

A) Setting up functional teams

B) Setting governance standards

C) Defining and building out the enterprise IT technology architecture

D) Prioritizing and helping fund solutions

Answer 40

C) Defining and building out the enterprise IT technology architecture

Question 41

It is far easier to install Chief Customer Officers in a smaller company because the Chief Customer Officer can directly influence which of the following?

A) All the customers

B) All the competitive pricing

C) All the cultural diversification

D) All the employees

Answer 41

D) All the employees

Question 42

Which of the following BEST exemplifies a “Connected Retailer”?

A) Employees help customer when their role permits

B) Integrated channels deliver consistent branded customer experience

C) Loyalty = card + points + status

D) Market insights drive market approach

Answer 42

B) Integrated channels deliver consistent branded customer experience

Question 43

Which of the following case examples will BEST exemplify integration and deployment within a customer-focused company?

A) A company documents its interactions with all customer contact and shared it with appropriate staff, online, and in real time.

B) A company that avoids substituting technology for person-to-person contact so customers can talk to a “real” person.

C) A company that provides every staff member with a small wallet card stating its vision and commitment to its customers and staff.

D) A company uses team-based approaches to meeting customers’ needs, forming cross-functional teams.

Answer 43

D) A company uses team-based approaches to meeting customers’ needs, forming cross-functional teams.

Question 44

There are six competencies you must master for success; which of the following CX practices is related to the competency– prioritization?

A) Analyze customer analytics to identify patterns and trends in customers’ behavior.

B) Informally recognize employees who deliver or enable good CX (e.g., the employee of the month, email recognition).

C) Model the impact that CX quality has on your core business goals (e.g., revenue growth, retention).

D) Ask customers for qualitative feedback about their interactions with the company

Answer 44

C) Model the impact that CX quality has on your core business goals (e.g., revenue growth, retention).

Question 45

All the following are steps taken to identify and break down the customer effort into manageable pieces EXCEPT:

A) Review customer acquisitions

B) Collect internal insights

C) Develop a hypothesis

D) Collect customer feedback on customer effort

Answer 45

A) Review customer acquisitions

Question 46

The Chief Customer Officer provides the comprehensive and authoritative view of the customer and in essence becomes which of the following for the company?

A) Customer service

B) Customer experience

C) Customer journey

D) Customer voice and advocate

Answer 46

D) Customer voice and advocate

Question 47

Which of the following BEST defines the old view of marketing?

A) Create data-driven, personalized, customer-centric environments

B) Create effective mass advertising to increase brand awareness and loyalty

C) Serve through multiple channels with consistency

D) Target discrete customer segments

Answer 47

B) Create effective mass advertising to increase brand awareness and loyalty

Question 48

Which of the following engagement level BEST exemplifies employees who love working for the company, inspire others to do their best, and feel self-actualized through their work?

A) Almost engaged

B) Disengaged

C) Engaged

D) Highly engaged

Answer 48

D) Highly engaged

Question 49

A loyal customer has [ _____ ] to the company and therefore drives repurchase and forgives minor mistakes

A) Friendly service

B) Emotional connection

C) Geographical convenience

D) Emotional awareness

Answer 49

B) Emotional connection

Question 50

Fragmented or siloed organizations face the greatest difficulty in which of the following?

A) Aligning the organization for success

B) Designing a framework for knowledge management

C) Focusing on the agent experience

D) Continually improving knowledge management practices

Answer 50

A) Aligning the organization for success

Question 51

Which of the following is NOT one of the ways customer strategy maximizes the value delivered to each customer?

A) Identifies the most valuable customers that must be attracted and retained

B) Uncovers the customer’s most critical purchase drivers

C) Ensures the company is uniquely positioned to deliver products and services that fill customers’ needs

D) Incorporates customer satisfaction surveys to evaluate competitor’s pricing

Answer 51

D) Incorporates customer satisfaction surveys to evaluate competitor’s pricing

Question 52

Which of the following programs provide a measure of the quality of the customer experience?

A) Customer interaction programs

B) Customer relationship programs

C) Customer eccentric programs

D) Customer feedback programs

Answer 52

D) Customer feedback programs

Question 53

There are six competencies you must master for success; which of the following CX practices is related to the competency– delivery?

A) Provide tools that help employees deliver core experiences the right way every time (e.g., templates, workflow automation).

B) Say no to work that might improve customer experience in general but does not align with core CX priorities.

C) Reject or rework projects that would hurt core experiences in unacceptable ways.

D) Say no to work that might improve customer experience in general but does not align with core CX priorities.

Answer 53

A) Provide tools that help employees deliver core experiences the right way every time (e.g., templates, workflow automation).

Explanation: Delivery in mature companies is when they make sure that customers experience what designers intend them to, every single time.

Question 54

It’s a lot easier to train [xxxxxxxx] employees to work on your computer systems, than it is to train technically proficient employees to show genuine interest in other people

A) Personable

B) Skilled

C) Empathetic

D) Knowledgeable

Answer 54

C) Empathetic

Question 55

Which of the following is one of the most important strategic drivers of growth and value creation?

A) Brand strategy

B) Brand management

C) Brand value

D) Brand expansion

Answer 55

B) Brand management

Question 56

The process of decreasing cost of operations applies to which of the following areas?

A) Acquisition

B) Efficiency

C) Retention

D) Satisfaction

Answer 56

B) Efficiency

Question 57

Which of the following BEST defines “moment of truth”?

A) Best practices within a company employ transparency

B) Customers provide both positive and negative feedback

C) Employees communicate with honesty to customers

D) Interaction attributes provide the highest value to the customer

Answer 57

D) Interaction attributes provide the highest value to the customer

Question 58

Which of the following key improvements suggested for banks includes building more access points that involve 24/7 access through mediums like web, mobile, social media, and in-person interactions?

A) Enhanced problem resolution experience

B) More and better advice

C) Omni-channel experience

D) Transparency

Answer 58

C) Omni-channel experience

Question 59

Chief Customer Officers goals include all the following EXCEPT:

A) Delivering customer interaction within the company

B) Driving profitable customer behavior

C) Creating a customer-centric culture

D) Driving customer and corporate strategy into the C-Suite and throughout the company

Answer 59

A) Delivering customer interaction within the company

Question 60

Which of the following key improvements suggested for banks includes offering customers clearer descriptions of what banks offer, the fees being charged, and how to avoid paying fees?

A) Enhanced problem resolution experience

B) More and better advice

C) Omni-channel experience

D) Transparency

Answer 60

D) Transparency

Question 61

Interviewers should look for all the following customer-centric behaviors in job candidates EXCEPT:

A) Calm demeanor in the face of challenges

B) Maturity to recognize the mistakes in other coworkers

C) Sensitivity to others’ needs

D) Willingness to quickly resolve issues

Answer 61

B) Maturity to recognize the mistakes in other coworkers

Question 62

All the following are important considerations when creating a customer-centric organization EXCEPT:

A) Hiring candidates with the right CX attitude and aptitude

B) Provide training to employees required to build knowledge skills and behaviors for future performance

C) Empower employees and offer incentives and rewards for desired behaviors

D) Allowing employees the option of investing monetarily in the company

Answer 62

D) Allowing employees the option of investing monetarily in the company

Question 63

Which of the following BEST describes “emotive performance”?

A) The intangible, subjective ways in which customers are treated

B) The length of a sales call

C) The physical qualities of the interaction

D) The response time to a social media inquiry

Answer 63

A) The intangible, subjective ways in which customers are treated

Question 64

Market leaders in customer experience have managed to identify which of the following levers for superior customer experience?

A) Employees

B) Governance

C) Insight management

D) All the above

Answer 64

D) All the above

Question 65

Which of the following are some of the best tools any organization has to support strong alignment within the organization?

A) Tangible, financial goals backed by incentives

B) Tangible, financial margins

C) Tangible, financial results

D) Tangible, financial projections

Answer 65

C) Tangible, financial results

Question 66

Which of the following BEST describes the process of using group interviews to watch how applicants interact with each other, so the interviewer can assess candidates’ communications and people skills?

A) Giving people purpose, not rules

B) Hiring for attitude, not aptitude

C) Listening to employees

D) Tapping into the curiosity of the front-line

Answer 66

B) Hiring for attitude, not aptitude

Question 67

Which of the following steps to improving the customer experience will BEST explain determining what differentiates one company from the rest of the competition?

A) Accommodating shifts in customer behavior

B) Establishing economic frameworks

C) Tracking customer behavior and distilling patterns

D) Understanding needs, wants, and preferences of target audience and meeting them betters than others

Answer 67

D) Understanding needs, wants, and preferences of target audience and meeting them betters than others

Question 68

For continued organizational adoption of customer experience strategy, the company must heavily focus on which of the following?

A) What customer cares most about

B) What the organization cares most about

C) What benefits both the customer and the organization

D) What the management hopes to supply

Answer 68

C) What benefits both the customer and the organization

Question 69

All the following are descriptions of “over-managing” EXCEPT

A) Paying extraordinary attention to details

B) Providing specific directions to the workforce and overseeing its implementation

C) Thinking about the challenge or goal differently than others and to a greater degree

D) Viewing what is typical in corporate best practices as a baseline, as opposed to the accepted standard

Answer 69

B) Providing specific directions to the workforce and overseeing its implementation

Question 70

There are six competencies you must master for success; which of the following CX practices is related to the competency– prioritization?

A) Consolidate what the company knows about customers into a single artifact that paints a vivid picture of who they are (e.g., design personas).

B) Use a human-centered process to design/update each of the company’s core customer experiences.

C) Define the specific activities that each role must do to deliver or enable core customer experiences as designed.

D) Identify the most important customer groups, the core customer experience, and the characteristics that each core experience must have.

Answer 70

D) Identify the most important customer groups, the core customer experience, and the characteristics that each core experience must have.

Question 71

Customer satisfaction alone is insufficient because unlike loyal customers, satisfied customers often do which of the following?

A) Defect

B) Complain

C) Resist

D) Rest

Answer 71

A) Defect

Question 72

Which of the following disciplines of customer experience maturity includes the set of practices that create a system of shared values and behaviors that focus employees on delivering a great customer experience?

A) Strategy

B) Culture

C) Instant messaging

D) Design

Answer 72

B) Culture

Question 73

Which of the following employee engagement factors will BEST foster skill building and personal development to grow and change the company?

A) Connection

B) Innovation

C) Mastery

D) Well-being

Answer 73

C) Mastery

Question 74

All the following practices exemplify “Standards and Procedures” EXCEPT:

A) Employees are told what to do to meet the needs of internal/external customers

B) Have a well-defined strategy to overcome competitors

C) Procedures between departments are simple and aligned to ensure a smooth flow of work

D) Work practices make it easy to meet customer needs/produce quality work effectively

Answer 74

B) Have a well-defined strategy to overcome competitors

Question 75

One of the primary approaches to change is facilitation and support and is exemplified by which of the following?

A) Explaining the need and logic for change

B) Having others participate in the planning and implementation of the change

C) Assigning resistors to the desired position in the change process

D) A slow introduction of the change process and provision of support for those affected

Answer 75

D) A slow introduction of the change process and provision of support for those affected

Question 76

There are six competencies you must master for success; which of the following CX practices is related to the competency– delivery?

A) Carry out rituals and routines that keep customers and CX top of mind for employees.

B) Formally reward employees for delivering or enabling good CX (e.g., bonuses, promotions).

C) Define the specific activities that each role must do to deliver or enable core customer experiences as designed.

D) Design measurement communications so that they are useful and usable for employees.

Answer 76

C) Define the specific activities that each role must do to deliver or enable core customer experiences as designed.

Question 77

In order to introduce large-scale infrastructure and operation changes to an organization, a strong business case is required. This business case must address which of the following?

A) Revenue distribution

B) Costs and Returns on investment

C) Contracts

D) Materials

Answer 77

B) Costs and Returns on investment

Question 78

Which of the following is BEST defined as when the customer’s issue requires additional research and is resolved without leaving the first line of support, usually within a defined time period?

A) First-call resolution

B) First contact resolution

C) First level resolution

D) First timer resolution

Answer 78

B) First level resolution

Question 79

Which of the following will help you most profitably acquire, serve, and retain your most valued customers?

A) Customer strategy

B) Competitive pricing

C) Environmental elegance

D) Marketing strategy

Answer 79

A) Customer strategy

Question 80

Which of the following strategies is BEST exemplified when customer experiences are measured and communicated regularly?

A) Climate

B) People policies

C) Performance tracking

D) Standards and procedures

Answer 80

C) Performance tracking

Question 81

Hiring a Customer Experience Manager that reports directly to the CEO or the President is an example of which of the following customer experience growth strategies?

A) Creating metrics that matter

B) Designing the experience

C) Understanding the company

D) Making Customer Experience leadership visible

Answer 81

D) Making Customer Experience leadership visible

Question 82

There are six competencies you must master for success; which of the following CX practices is related to the competency– prioritization?

A) Document the company’s overarching CX vision — an aspirational description of an organization’s intended experience for its customers.

B) Measure customers’ overall perception of core customer experiences.

C) Assess the impact that all projects and decisions will have on core customer experiences.

D) Use a human-centered process to design/update each of the company’s core customer experiences.

Answer 82

C) Assess the impact that all projects and decisions will have on core customer experiences.

Question 83

Which of the following touch points will BEST exemplify customers “re-engaging” with the company?

A) Repeatedly Using Club membership card

B) Cup of coffee

C) Online chat

D) Product packaging

Answer 83

A) Repeatedly Using Club membership card

Question 84

Which of the following customer experience components can include impact to customer experience as a criterion for business decisions about policies, processes, technology, and communications?

A) Customer-centric hiring processes

B) Customer experience strategy

C) Organizational adoption and accountability

D) All the above

Answer 84

D) All the above

Question 85

There are six competencies you must master for success; which of the following CX practices is related to the competency– customer understanding?

A) Validate that digital and physical touchpoints (e.g., mobile apps, bills, offers) deliver or enable experience designs accurately.

B) Conduct open-ended qualitative research that deepens your understanding of customers and explores unmet needs.

C) Measure how well actual customer experiences match the must-have characteristics for each core experience.

D) Formally reward employees for delivering or enabling good CX (e.g., bonuses, promotions).

Answer 85

B) Conduct open-ended qualitative research that deepens your understanding of customers and explores unmet needs.

Question 86

One of the primary approaches to change is participation and involvement and is exemplified by which of the following?

A) Explaining the need and logic for change

B) Having others participate in the planning and implementation of the change

C) Assigning resistors to the desired position in the change process

D) Demanding support or experience loss of rewards and resources

Answer 86

B) Having others participate in the planning and implementation of the change

Question 87

Customer experience is non-existent in the absence of which of the following?

A) Customer journeys

B) Employee experience

C) End to end service

D) Top level management

Answer 87

B) Employee experience

Question 88

Which of the following is MOST needed when shifting a large company that employs over 100,000 individuals to customer-centric practices?

A) A strong corporate message

B) Employee turnover

C) Leadership

D) Research and analytics

Answer 88

C) Leadership

Question 89

One of the primary approaches to change is education and communication and is exemplified by which of the following?

A) Negotiating or bargaining to win acceptance

B) Explaining the need and logic for change

C) Having others participate in the planning and implementation of the change

D) Assigning resistors to the desired position in the change process

Answer 89

B) Explaining the need and logic for change

Question 90

Which of the following strategies is BEST exemplified when errors are reduced while maintaining highest product and service delivery?

A) Climate

B) Culture

C) Quality

D) Standards and procedures

Answer 90

C) Quality

Question 91

Which of the following evaluates employee performance against role-specific customer experience metrics to change employee behavior?

A) VOC, customer insight, and understanding

B) Organizational adoption and accountability

C) Customer-centric thinking

D) Customer experience theory

Answer 91

B) Organizational adoption and accountability

Question 92

Which of the following P’s refers to quantifying the willingness of customers to pay a higher price for a company’s products and services than for a competitor’s?

A) Permanence

B) Preference

C) Premium

D) Promotion

Answer 92

C) Premium

Question 93

Which of the following customer experience components review customer experience program status and metrics regularly to monitor progress toward business goals?

A) Customer-centric culture

B) Customer experience design

C) Organizational adoption and accountability

D) Customer experience theory

Answer 93

C) Organizational adoption and accountability

Question 94

One of the best ways to get employees’ attention is to link their variable compensation to which of the following?

A) Attendance Record

B) Customer focus

C) Customer service results

D) Customer experience metrics

Answer 94

D) Customer experience metrics

Question 95

Which of the following interview questions is used to BEST identify the job candidate’s display of empathy and problem-solving skills?

A) “What did and didn’t you like in previous roles where you’ve had customer-service responsibilities?”

B) “Tell me about an occasion when you didn’t meet the needs of a customer and how you addressed the situation.”

C) “What do you think constitutes excellent customer service?”

D) “What is your greatest work-related accomplishment?”

Answer 95

B) “Tell me about an occasion when you didn’t meet the needs of a customer and how you addressed the situation.”

Question 96

Evaluation metrics must be clearly defined and…

A) Explained to employees

B) Agreed upon from the outset

C) Communicated throughout the organization

D) All the above

Answer 96

D) All the above

Question 97

All the following areas are related to “Corporate Social Responsibility” EXCEPT:

A) Diversity and inclusion

B) Employee engagement

C) Ethical sourcing

D) Workplace safety

Answer 97

B) Employee engagement

Question 98

Properly utilized feedback to upper management can lead to all the following EXCEPT:

A) Highly effective products

B) Organizational changes

C) Process changes

D) Market Changes

Answer 98

D) Market Changes

Question 99

Which of the following “voice of the customer” insight-gathering methods is a sort of catch-all for customer data because it can be found in a variety of channels, such as blogs, online forums, wikis, or call centers?

A) Customer interviews/focus groups

B) Journaling

C) Personas

D) Unstructured data

Answer 99

D) Unstructured data

Question 100

Myth: You must focus on just improving customer satisfaction. Which of the following actions will BEST defeat this myth?

A) Creating experiences that influence customers’ behavior, enabling them to do something different. Then, looking at the investment’s pay off.

B) Creating a breakthrough customer experience by thinking broadly about the company and challenging its rules and assumptions

C) Creating a highly aligned and engaged workforce that shapes the customer experience

D) Discovering needs that customers may be unaware of

Answer 100

A) Create experiences that influence customers’ behavior, enable them to do something different. Then, look at the investment’s pay off.

Question 101

An employee is put on an improvement plan and monitored closley for 6 weeks. During this time they perform well. But after the improvement plan ends, their performance deteriorates again. Which of the following describes what has happened?

A) The Hawthorn Effect

B) The Pygmalion Effect

C) Consistency Bias

D) Halo Effect

Answer 101

A) The Hawthorn Effect

Exmplanation: The Hawthorn Effect describes when people appear to perform better when they are being watched.

Question 102

You are unsure of how to proceed on a Six Sigma project, so you ask both your manager and a Six Sigma Black Belt for advice. They provide different recommendations and you choose to follow the advice of the Six Sigma Black Belt. What kind of power influenced you?

A) Coercion

B) Referent

C) Expert

D) Reward

Answer 102

C) Expert

Explanation: Expert power is power based upon employees’ perception that a person has a high level of knowledge or a specialized set of skills that other members of the organization do not possess

Question 103

Which of the following motivates employees greatly?

A: Feeling connected to other employees

B: Feeling understood by management’s vision

C: Feeling connected to the brand promise

D: All the above

Answer 103

C: Feeling connected to the brand promise

Explanation:
This question is a little misleading as there are no ‘ALL OF THE ABOVE’ questions in the CCXP. However the question is designed to see if you are prone to a skipping bias, where on first glance the answers seem to be correct, so you immediately jump down and select ‘all of the above’. If you got this question wrong then it is a good sign that you simply need to make sure you read and re-read every question carefully. in that event you would have realized the sneaky wording that a person cannot be understood by a vision. Once you detected that, it would have helped you eliminate option D. That would then have led you to weight up the remaining two options.

Question 104

Which of the following team development stages includes the task of increasing productivity to the team’s goals, and an evaluation of the team proceseese?

A) Forming

B) Norming

C) Storming

D) Performing

Answer 104

B) Norming

Explanation: We’re talking here about a team that is set up for a project. The first stage is forming - this is when people in the team get to know one another (introduction). Storming stage is when we think in a team discussion “oh, no, not him again, he always has something to say”. Norming is when you actually start to see the productivity and this is why it is the correct answer. Performing is usually at the end of a project when everyone are knocking it out of the part and even start to find ways to make it even better.

Question 105

Why is it desirable to appoint a change agent who is outside of the company?

A) Because change agents are more charismatic

B) Because of the complex educational requirements that a change agent needs to possess

C) Because of the more available time that the change agent has to implement a change

D) Because of the expertise and unique abilities that the change agent possesses to drive change

Answer 105

D) Because of the expertise and unique abilities that the change agent possesses to drive change

Question 106

Which of these steps in the planned change process puts the change plan into action?

A) Select the change agent

B) Recognize the need for change

C) implement the change

D) Develop the change plan

Answer 106

C) implement the change

Explanation: Key phrase in the question is “puts the change plan into action”. All the other options happens before that stage of action.

Question 107

How is the effectiveness of a change plan evaluated?

A) By comparing the actual results against change goals to determine if the goals were achieved

B) By comparing the initial profit before and after implementing the change goals to determine if there has been an increase in profit

C) By knowing how many employees have adhered to the changed plan

D) By comparing the number of managers before and after the change has been implemented

Answer 107

A) By comparing the actual results against change goals to determine if the goals were achieved

Question 108

Which of the following is an obstacle when building a culture within a company?

A) A company that invests in its employees find positive results

B) An employee’s belief in the company culture is optimal business practice

C) Employees and customers have a different idea of what a company’s culture is

D) Redefining and reintoducing company culture can improve a company

Answer 108

C) Employees and customers have a different idea of what a company’s culture is

Question 109

An adivsory board of multinational company is trying to assess the main challenges that the company will have to overcome in the next 5 year. Amongst them, they have listed these: dismissing fears regarding globalization, trying to predict the fluctuations of the stock market, and keeping up with the technological requirements of the industry. What do all of these goals have in common?

A) They are all examples of external changes

B) They are not changes a multinational company should be worried about

C) The organization has complete control over them

D) They are all examples of political changes

Answer 109

A) They are all examples of external changes

Question 110

Amy works in a company that has had very casual enviornement for years. Now she has to sign her name both electronically and on paper prior to submitting any work and she feels that this change completely unnecessary. Identify which of the following factors motivates her resistance to change

A) Lack of understanding what the future of these changes could bring

B) Lack of trust

C) Lack of understanding why an additional process was needed

D) Self-interest

Answer 110

C) Lack of understanding why an additional process was needed

Question 111

Which of the following is a useful tactic after deciding on a change?

A) Assessing the needs of the staff

B) Firing those who are resistant

C) Involve staff in every step of decision-making

D) Taking charge and creating a hierarchy where you are responsible for all the decisions

Answer 111

C) Involve staff in every step of decision-making

Question 112

Approximately 70 workers are employed at an IT firm called Johnson Incorporated. All of these workers are used to checking in with their supervisors 5 minutes before starting to work. In case an employee has a good idea, he doesn’t have to worry about channels but can go straight to the CEO. The environement is very casual at the firm. Why are these things examples of organizational culture?

A) Because they reflect the day-to-day operation of a business

B) Because they highlight the exact procedure of how people work at this firm

C) Because in any closed organization such as an IT company, all of the employees have a common ideological perspective which is a phenomenon known as group-think

D) Because they reflect basic shared norms, beliefs and values of this firm

Answer 112

D) Because they reflect basic shared norms, beliefs and values of this firm

Question 113

Wnich of the following does an organization have full control over?

A) The number of customers that will regularly purchase their goods and services

B) Congressional regulatory actions

C) The oscillations of the market

D) The way a production process of a particular product is conducted

Answer 113

D) The way a production process of a particular product is conducted

Explanation: all the other examples are external to the organization and therefore cannot be controlled.

Question 114

From the following, identify the business situation that will require an urgent change plan

A) the number of employees of Dull Company Ltd has decreased from 50 to 40

B) Sterling Company Ltd received a certificate for Quality Assurance

C) The profit for HS Company Ltd has decreased by 75% over the last 2 years

D) Redock Company Ltd has had an increas in its customer base

Answer 114

C) The profit for HS Company Ltd has decreased by 75% over the last 2 years

Explanation: C is more severe versus A, and maybe the number was decreased intetionally.

Question 115

Which of these steps in planned change process provides the objective or expectation of how a change will respond to whatever forces are driving the need for change?

A) Develop the change plan

B) Evaluate the plan

C) Develop change goals

D) Select the change agent

Answer 115

C) Develop change goals

Explanation: key phrases in the question are objectives, respond - so this talk about the cause and affect of a goal

Question 116

Understanding culture and bringing it to the surface of conversations in a company is important for which of the following reasons?

A) Culture is latent and subconscious and could undermine an attempt to direct a company’s efforts if not openly planned for

B) Culture is subconscious within a company and is enacted in the same for everybody

C) Culture is the backbone of a company and employees will ignore it

D) Multicultural enviorenments could clash within a company

Answer 116

A) Culture is latent and subconscious and could undermine an attempt to direct a company’s efforts if not openly planned for

Question 117

Organizational change is a planned effort and is about which of the following?

A) Process

B) Technology

C) People

D) Accountability

Answer 117

C) People

Explanation: the key phrase in the question is Organizational-Change. Org-Change is about people most of the time.

Question 118

One of the primary approaches to change is coercion and is exemplified by which of the following?

A) Demanding support or experience loss of rewards and resources

B) Having others participate in the planning and implementation of the change

C) Assigning resistors to the desired position in the change process

D) A slow inroduction of the change process and provision of support to those affected

Answer 118

A) Demanding support or experience loss of rewards and resources

Question 119

One of the primary approaches to change is negotiation and agreement and is exemplified by which of the following?

A) A slow inroduction of the change process and provision of support to those affected

B) Having others participate in the planning and implementation of the change

C) Demanding support or experience loss of rewards and resources

D) Negotiating or bargaining to win acceptance

Answer 119

D) Negotiating or bargaining to win acceptance

Question 120

Which of the following components of a culture of employees’ delight will BEST exemplify teaching employees skills to resolve problems?

A) Education

B) Evaluation

C) Rewards

D) Tools

Answer 120

A) Education

Question 121

One of the primary approaches to change is facilitation and support and is exemplified by which of the following?

A) Assigning resistors to the desired position in the change process

B) Explaining the need and logic for change

C) Having others participate in the planning and implementation of the change

D) A slow inroduction of the change process and provision of support to those affected

Answer 121

D) A slow inroduction of the change process and provision of support to those affected

Explanation: There are three options of approaches to choose from, depending on the starting point and the org culture - negotiatiation, facilitation, coercion. You should explain the need and logic for the change regardless of your approach, so B is not the correct answer. The best answer is D because of the words facilitations and support in the question which is also in the answer. C might be correct, but less than D. A is not an healthy approach in any change process.

Question 122

Which of the following is NOT considered a primary approach to change you can choose from?

A) Negotiation

B) Utilization

C) Coercion

D) Facilitation

Answer 122

B) Utilization

Explanation: all the rest are approaches one can choose from as an approach to change, depending on the organization and its culture. Negotiation is: “if you give me A I will give you B”, Coercion is: “If you don’t do A, the result would be B”. Facilitation: “We’re going to take it nice and slow, all of us together, understand your needs and adjust”.

Question 123

One of the primary approaches to change is education and communicatoin and is exemplified by which of the following?

A) Explaining the need and logic for change

B) Assigning resistors to the desired position in the change process

C) Having others participate in the planning and implementation of the change

D) Negotiating or bargaining to win acceptance

Answer 123

A) Explaining the need and logic for change

Question 124

Which of the following is the FIRST step required for successful change?

A) Taking steps to bring about the change

B) Idnetifying situation in which change is seen as necessary and desirable

C) Ensuring that conditions are appropriate to reinforce the change

D) Understanding the resistance to change

Answer 124

B) Idnetifying situation in which change is seen as necessary and desirable

Explanation: it is similar to the change adoption model of Roger where you would start with the early adopters, and make them your change agents.

Question 125

Which of the following stages may be the MOST critical in terms of deciding wheter or not a change process will happen?

A) Objective setting and strategic execution

B) Coordinating surveys

C) Undertaking customer research

D) Defining the measurement tools

Answer 125

A) Objective setting and strategic execution

Question 126

In order to introduce large-scale infrastructure and operation changes to an organization, a strong business case is required. This business case MUST adress which of the following?

A) Revenue distribution

B) Contracts

C) Costs and Return on Investment

D) Materials

Answer 126

C) Costs and Return on Investment

Question 127

Achieving alignment across the top levels of an organization is which of the following?

A) Crucial and easy to accomplish

B) Crucial and never attempted

C) Crucial and never done

D) Crucial and not always easy to do

Answer 127

D) Crucial and not always easy to do

Question 128

Which of the following BEST defines “organizational culture”

A) A pattern of shared basic assumptions

B) The multicultural languages shared among people working within the company

C) The practice of creating a project within the company

D) The way culture is clearly defined and orchestrated in certain regions of the world

Answer 128

A) A pattern of shared basic assumptions