Customer Centric Culture Flashcards by Stephanie COmo

“Many reward, recognition, and incentive programs focus only on individual accomplishments causing companies to miss which of the following?

A) Celebrating the company locations that excel
B) Recognizing the management team that produces high quality
C) Celebrating the individual that collectively demonstrates excellence
D) Celebrating the teams that collectively demonstrate excellence”

D) Celebrating the teams that collectively demonstrate excellence

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“Which of the following MOST impacts customer retention?

A) Current market trends in technology
B) Customer engagement
C) Price of goods or services
D) Quality of goods or services”

B) Customer engagement

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“Which of the following should be central to the framework of company reorganization?

A) Analysis and insight
B) Operating model design
C) Strategy
D) The customer”

D) The customer

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“Sometimes employees seem to be resisting change when the real problem is which of the following?

A) They don’t understand what is expected of them
B) They don’t understand the company brand
C) They don’t understand the overall vision
D) They don’t understand the interaction points of employees”

A) They don’t understand what is expected of them

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“Once employees know what they are supposed to do to transform the customer experience they can be motivated by?

A) Understanding what’s in it for them
B) Knowing how the competitors are doing
C) Reading customer experience principles in corporate communications
D) Seeing regular celebrations of customer-centric employees

D) Seeing regular celebrations of customer-centric employees

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“Which of the following BEST defines ““emotional intelligence””?

A) Emotional responses that are instinctive, such as fear or joy
B) Quality emotional responses, such as empathy and authenticity
C) The ability to elicit emotions from other people
D) The lack of ability to read emotions in other people”

B) Quality emotional responses, such as empathy and authenticity

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“Case analysis: A customer visits a retail phone store and inquires about prepaid phone plans. The employee does not know much about prepaid plans, which makes the customer feel like he is not getting the best deal. –Which of the following root causes BEST explains how this resulted in a negative customer experience?

A) Customer experience will improve once wait time is eliminated to embed the closing procedure with customer focus
B) Lack of appropriate and consisting training across all sales employees
C) Process not being adhered to or misalignment of process with customer-centric culture
D) Service operating model does not allow optimal customer service flow

B) Lack of appropriate and consisting training across all sales employees

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“The following are strategies to energize employees EXCEPT:

A) The power to grow a company
B) The power to help someone
C) The power to make people’s lives easier
D) The power to solve problems

A) The power to grow a company

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“Which of the following customer experience components is often the most powerful of all the components of CX?

Customer experience strategy

Customer-centric culture

Experience design and improvement

VOC, customer insight, and understanding

Customer-centric culture

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“Companies that design cross-functional working and accountability into their core business processes establish all the following EXCEPT:

Establish authority

Establish clear ownership

Establish increased customer churn

Establish performance expectations

Establish increased customer churn

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“Companies should modify their old training programs to include content specific to delivering which of the following?

Their new delivery policy

The new customer interaction incentive

Their new intended experience

Their new intended concept

Their new intended experience

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“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

More complete

More competent

More reliable

More valued

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“All the following are part of Employee Engagement EXCEPT:

Inform employees

Inspire employees

Instruct employees in the desired outcomes

Insist they do what you say without question

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“Which of the following is described as the inspiration behind the customer experience movement?

Budgets

Empathy

Roadmaps

Technology

Empathy

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“Which of the following motivates employees to go above and beyond the call of duty to provide a memorable customer experience?

Motion

Method

Morale

Money

Morale

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“Which of the following motivates employees greatly?

Feeling connected to other employees

Feeling understood by management’s vision

Feeling connected to the brand promise

All the above

Feeling connected to the brand promise

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“Which of the following steps for using mobile banking will promote unique or optimized functionality?

Awareness

Consideration

Enrollment

Usage

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“Which of the following strategies for Embedding Customer-Centricity into Your Organization BEST describes creating customer profile data that allows the company to gain deep insight into the varying needs of the different customer segments?

Engage the back office

Feedback drives continuous improvements

Understanding your customer

Visible customer-focused leadership

Understanding your customer

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“Which of the following is the BEST definition of a ““formal recognition program””?

One that clearly defines employees’ roles and responsibilities and upholds a customer-centric culture

One that has a structured nomination and selection process with defined criteria linked to organizational values and goals

One that measures the employees’ efforts and rewards based on customer satisfaction

One that prizes employee motivation and customer satisfaction over profits

One that has a structured nomination and selection process with defined criteria linked to organizational values and goals

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“Which of the following is essential when building the right company culture?

It must adhere to the core values.

It must be authentic.

It must be inclusive.

All the above

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“Companies that deliver excellent customer journeys increase which of the following?

Company cost

Purchase points

Employee satisfaction

Employee turnover rate

Employee satisfaction

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“Which of the following BEST describes the relationship between good customer experiences and employee engagement?

Good customer experiences have fewer engaged employees

Good customer experiences have more engaged employees

Poor customer experiences have more engaged employees

There is no measure between customer experiences and engaged employees

Good customer experiences have more engaged employees

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“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?

Secure executive support

Build a customer experience team to lead the transformation

Create a shared understanding of the intended experience

Rally and align all employees to the cultural transformation

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“Company C holds employee meetings and shares customer-centric success stories. Which of the following descriptions does Company C exemplify?

Alleviating top-down management approaches

Building a company culture

Creating hostile competition

Negotiating employee standards of practice

Building a company culture

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"To provide employees the information they need to understand the organization's vision and brand values best describes which of the following Employee Engagement principals? Instruct Inform Involve Incent

Inform

"Companies should find the employees who share their values and then do which of the following? Teach them values Teach them the skills they need to know Teach them proper behavior Teach them about profit-sharing

Teach them the skills they need to know

"An app based customer experience strategy must answer all the following questions EXCEPT: When are we building a mobile app? How best are we going to build an app in terms of cost-effectiveness, productivity, and profit? Will our customers stay or leave for our competitors? Are our customers’ goals better supported with a mobile site or a mobile app?

Will our customers stay or leave for our competitors?

"All the following are key factors that determine rewards programs effectiveness EXCEPT: Cost Data Dividends Program Evaluation

Dividends

"Which of the following BEST describes ""churn""? When engaged customers buy more products or services When engaged customers convert potential customers to switch When engaged customers give more feedback to the company When disengaged customers leave a company

When disengaged customers leave a company

"During a service interaction, an agent notices a customer buys airline tickets frequently, as a result, the agent highlights the free access to airport lounges the customer may take advantage of in the future. Which of the following techniques has the agent used during the interaction? Active listening Upselling The profitability matrix Ease of use

Active listening

"Which of the following strategies best motivates employees to increase profits for their organization? Hiring employees who understand profit margins Inviting employees to be shareholders Making promotion of employees contingent on sales Training employees effectively

Inviting employees to be shareholders

"Employees need a constant flow of communications about company priorities and what's expected of them. Which of the following is NOT one of the INFORM EMPLOYEES best practices? Follow a thorough communication plan Create opportunities for customers to provide suggestion to best develop interactions Create opportunities for employees to hear from customers Communicate across multiple channels

Create opportunities for customers to provide suggestion to best develop interactions

"Which of the following is described as the MOST CURRENT economy? Agrarian economy Experience economy Industrial economy Service economy

Experience economy

"Studies have shown performance discrepancies between employees and customers are a result of which of the following? Ideological differences between employees and customers Different interpretations of the customer experience Strict rules created by company policies Substandard products being offered

Different interpretations of the customer experience

"Employees need to know what they need to do differently in order to do which of the following? Be helpful Be encouraged Be paid Be rewarded for change

Be rewarded for change

"Which of the following is an example of a ""recognition scheme""? Giving employees prizes Identifying company weaknesses Redesigning customer experiences Retraining managers

Giving employees prizes

"All the following are best practices for helping employees feel respected EXCEPT: Being transparent Getting rid of bad managers Recognizing employee contributions Reprioritizing the company's mission statement

Reprioritizing the company's mission statement

"The owner of Company C raised prices on products, in some cases doubling them, and still, the sales volume increased. Which of the following is LEAST likely to be a contributor in this scenario? The company celebrated the success of each employee The company offered a quality product The company's customers were delighted The company's employees were inspired

The company celebrated the success of each employee

"Improved customer experience from engaged employees drives all the following EXCEPT: More sales and more recommendations from customers The bottom line because they are less likely to take a sick day More likely to recommend a friend to apply for a job More customer diversity and cultural interactions

More customer diversity and cultural interactions

"Employee engagement reveals all the following are threads that companies have to influence and galvanize to deliver the desired experiences to customers EXCEPT: Emotions Cognitions Behavior Culture

Behavior

"Which of the following chain behaviors BEST reflects increased employee safety? Higher engagement; committed employees; lower voluntary turnover Higher engagement; increased discretionary effort; improved client service; better customer experience Higher engagement; lower absenteeism and higher focus Higher engagement; more focus; fewer mistakes

Higher engagement; more focus; fewer mistakes

"When employees fail to understand the intended experience they are to deliver, it is referred to as which of the following pitfalls to customer centricity? Loss of interest Lack of clarity Misinformed vision Failure to buy-in

Lack of clarity

"Which of the following strategies for Embedding Customer-Centricity into Your Organization BEST describes utilizing social media channels and listening to customer opinion? Empower the frontline Engage the back office Feedback drives continuous improvements Metrics that matter

Feedback drives continuous improvements

"Which of the following is a key component of success in companies integrating their customer experience principles into corporate communication? Consistency and balance Consistency and effort Consistency and repetition Consistency and alliteration

Consistency and repetition

"Customer contacts become spam when which of the following occurs too often? Not enough market competition Not enough touchpoints Too many touchpoints Too much internal siloing

Too many touchpoints

"A smaller, more informal way to increase in-person accessibility of senior executives is which of the following? All-day seminars Hour-long employee roundtables Live satellite feeds Virtual meetings

Hour-long employee roundtables

"If employee engagement is important to the growth of the customer experience program, then companies need do which of the following? Measure it Submit it Memorialize it All the above

All the above

"Since not all lessons can be taught in centralized classrooms, companies deliver high-quality training to employees where they are and when they need it using which of the following? Easy-to-use modules Easy-to-digest modules Easy-to-deliver modules All the above

All the above

"Every organization that has placed customers at the core must also place which of the following at the center as well? Costs Employees Brand Policy

Employees

"All the following are qualities customer-centric companies look for when hiring employees EXCEPT: Employees are aligned with company core values Employees are aligned with company standard practices Employees are aligned with the company's mission Employees are aligned with the company's vision

Employees are aligned with company standard practices

"All the following help improve the quality of service provided by employees EXCEPT: Increasing the customer's products Capturing and using customer insights Conducting a root cause analysis when problems arise Employee Training

Increasing the customer's products

"What do startup teams design that innovatively increase a customer-centric work environment? Clever business tricks to drive ambition Services they want to experience in their own lives Strong empirical itemizations of customer desires Unique policies and company standards

Services they want to experience in their own lives

"Which of the following customer experience components consists of practices that create a system of shared values and behaviors that focus employees on delivering a great customer experience? Metrics and Measurement Customer-centric culture Experience design and improvement VOC, customer insight, and understanding

Customer-centric culture

"Which of the following best exemplifies an organization with a customer-centric culture? An 800-number clearly shown on a website for customer contact Low-cost shipping on returns A 30-day return policy A call center where employees work with scripts

An 800-number clearly shown on a website for customer contact

"Organizations that enthusiastically embrace formal and informal recognition programs to improve employee engagement financially do which of the following to their competition? Energize them Encourage them Outperform them Deny them

Outperform them

"Which of the following survey techniques minimizes respondent fatigue? Anonymity Cost control Monthly pulses Randomized sampling

Randomized sampling

"All the following are examples of customer feedback systems EXCEPT: Customer complaints Customer compliments Employee recruitment Customer surveys

Employee recruitment

"Which of the following is NOT necessary to creating and sustaining a customer-centric culture? Secure executive support Change all marketing material Create a shared understanding of the intended experience Build a customer experience team that is accountable to lead the transformation

Change all marketing material

"Before you embark on a customer-experience transformation you must understand all the following EXCEPT: Your mission Your values Your cost effectiveness Your vision

Your cost effectiveness

"The best companies recognize that front-line staff is also a rich source of which of the following? Customer beliefs Customer insights Customer dissatisfaction Customer complaints

Customer insights

"Which of the following BEST describes the key to successful rewards programs? Offering a handful of products and services to determine customer preferences Offering differentiated products and services based on customer purchase patterns Offering differentiated products based on market trends Offering products and services on a short-term basis to customers"

Offering differentiated products and services based on customer purchase patterns

"Which of the following BEST defines the ""quit & stay"" phenomenon? When disengaged customers emotionally quit a company, but continues to purchase their goods or services When disengaged employees mentally quit, but physically stays When engaged customers quit consuming from companies that do not delivery customer-centric services and engage with a competitor that does When engaged employees quit old ways of delivering goods and services and stay on with their employer

When disengaged employees mentally quit, but physically stays

"Companies should measure the cost of the reward and recognition system and compare to which of the following? The employee demand The energy created The expectations gained The benefits gained

The benefits gained

"Although there are limits to what management can do, by taking tangible action to address employees' concerns you demonstrate which of the following? The strength of your character The strength of your commitment to employees The strength of your concern The strength of your communication

"The strength of your commitment to employees | "

"Companies with higher-than-average levels of engagement with their customers have all the following EXCEPT: Higher productivity Lower employee turnover Higher customer satisfaction Higher customer concerns

Higher customer concerns

"To connect employees to the organization's vision and values so that they believe it matters, and take pride in their job, best describes which aspect of Employee Engagement? Involving Instructing Inspiring Informing

Inspiring

"Which of the following does not help instill process improvement from employees? Hide the results of the implemented process improvement Provide immediate feedback Encourage and reward change behavior Provide trainings

Hide the results of the implemented process improvement

"All the following are solutions for increasing company transparency EXCEPT: Distributing information to upper-level executives only Sharing information on engagement, loyalty, and feedback performance Sharing information on levels of the executive office to front lines Using a centralized system of reporting and dashboards

Distributing information to upper-level executives only

"All the following are reasons for gathering customer compliments EXCEPT: It can boost the employee morale It can confirm the effectiveness of the management program It can qualitatively measure engagement It can quantifiably combat customer complaints

It can quantifiably combat customer complaints

"The introduction of which of the following created an environment where customers began asking more from companies? The end-to-end experience The Internet The regression equation Social media sites

The Internet

"n order for employees to deliver a great experience to customers, they must be given which of the following? A common definition for the customer experience An elaborate list of the company's values A detailed script of performance actions A general description of their job tasks

A common definition for the customer experience

"Which of the following BEST describes employees who provide higher levels of service quality and production, who strive for recognition, and are highly competent? Company focused swing employees Retired employees Disengaged employees Engaged employees

Engaged employees

"Which of the following definitions BEST describes ""internal customers""? Frequent customers who do not work for the company Behind the scenes employees who rely on service representatives Mystery shoppers from a third-party company New customers who are unfamiliar with the company

Behind the scenes employees who rely on service representatives

"Technological advances have made it much easier for business enterprises to understand customers on which of the following? Group status Individual and personal basis Educational levels Ethnic diversity

Individual and personal basis

"Which of the following is the first step in managing employee engagement? Building a customer-centric environment Delivering the company's mission statement to employees Focusing on customer satisfaction surveys Promoting top-performing employees

Delivering the company's mission statement to employees

"All the following are principles used to embed customer experience into the organization EXCEPT: Provide training on how to deliver the intended experience Ignore the employee experience Update employee competency models to include customer experience principles Redesign employee incentives to reward customer centricity

Ignore the employee experience

"Which of the following customer experience components communicates the importance of CX to employees, customers, shareholders, and other partners? Customer-centric culture VOC, customer insight, and understanding Experience design and improvement Metrics and Measurement

Customer-centric culture

"In order to guide their decision-making and actions, some of the most successful companies use which of the following? A set of old policies and guidelines A set of incentives and benefits A set of core values A set of untested beliefs and priorities

A set of core values

"Employees are exposed to many messages at work every day. In order to stand out to employees over time, CX professionals should be executing which of the following? Detailed brand messages Inspired incentive packages Well-defined communication strategies Well-executed delivery plans

Humans are hardwired to be resistant to change

"Describing why the transformation will benefit employees directly can help them change even though: Humans are intellectually inferior to change Humans are hardwired to be resistant to change Humans are socially offended by change Humans are culturally resistant to change

Humans are hardwired to be resistant to change

"Which of the following steps for using mobile banking will allow your customers to sign up for mobile banking? Awareness Consideration Enrollment Usage

Enrollment

"Where does improving the customer experience make the greatest difference? At the entrance level At the corporate level At the bottom line At the front line

At the front line

"Which of the following can be defined as the core of the customer-centric approach to doing business? Defining everything the company is doing in terms of its customers Moving the organization’s center of gravity outside the organization, closer to the customer Having each current and prospective customer at the center of business and operating models All the above

All the above

"All the following are forms of measuring employee engagement EXCEPT: Likelihood to recommend company products or services Likelihood to change jobs Likelihood to meet sales quota Likelihood to recommend as a great place to work

Likelihood to meet sales quota

"CX professionals cannot drive employee engagement on their own; it requires support from across which of the following? Organization Customers Entrepreneurs Investors

Organization

"Being able to put yourself in your customers’ shoes and seeing the world from their perspective is essential for which of the following? Proposition development Innovation Effective strategizing All the above

All the above

"Which of the following sharing techniques is LEAST important for building a customer-centric workplace? Focusing on the top few examples of customer-centric experiences Managers praising employees for customer-centric work Posting customer-centric experiences for all employees to see Sharing positive customer-centric experiences

Focusing on the top few examples of customer-centric experiences

"Which of the following BEST describes this motto: ""Good news is no news; no news is bad news; bad news is good news""? Creating transparency to increase employee engagement Delivering employee engagement strategies to reduce turnover Disenfranchised customers' descriptions of companies they give low rank to Embracing negative feedback from customers to improve the company

Embracing negative feedback from customers to improve the company

"Which of the following steps for using mobile banking relates to explaining the benefits of mobile banking? Awareness Consideration Enrollment Usage

Awareness

"Well-defined communication strategies include consistent themes and which of the following? Distinctive incentives Feedback priorities Survey scores Distinctive and consistent branding

Distinctive and consistent branding

"Which of the following explains why employee rewards and incentives should be more than merely financial? The corporation cannot fairly accommodate financial incentives for everyone The corporation should be sensitive to the motivations of the employee The employee has already negotiated a fair salary The employee often does not desire financial incentives

The corporation should be sensitive to the motivations of the employee

"Which of the following will be influenced by the use of formal and informal recognition programs as part of Customer Experience Management? Employee behavior Employee hours Employee health Employee discounts

Employee behavior

"All the following are different points where a customer interacts with a brand EXCEPT In person From other customers Through social networks Online

From other customers

"At what level should a company's customer experience be defined? Cross-level third party consultants Ground level employees Mid-level management Top level leadership

Top level leadership

"Because providing a reward for one person may not be a reward for another, it is important to provide which of the following? Single rewards Wide varieties of rewards Strictly cash rewards Emotional rewards

Wide varieties of rewards

"Implementing tools that provide a 360-degree view of customers includes gaining an understanding of all the following EXCEPT: Customer behaviors Customer information Customer preferences Customer recruitment

Customer recruitment

"Which of the following properly defines the term “customer managed relationships” (CMR)? An approach to managing a company's interaction with current and future customers A customer-centric approach whereby customers’ needs and satisfaction comes before anything else A customer-centric approach to building an effective relationship between a brand and its customers A strategy where customers can personalize their experiences and exercise more control over how they engage with a brand

A strategy where customers can personalize their experiences and exercise more control over how they engage with a brand

"Focus on brand training enables people to turn company and brand values into which of the following? Cost appreciation Caring attitude Competitive advantage Clear perspective

Competitive advantage

"Which of the following scenarios is the best example of building a relationship with a customer rather than simply servicing a transaction? An airline attendant offers the passenger a choice of peanuts, crackers, or pretzels as a snack for the flight. A retail store clerk notices his customer has purchased baby food and reminds the customer the store has diapers on sale all this week. A mechanic, while changing the oil in a customer's car, upgrades to using premium oil, charging the customer the extra cost. The waitress at a local restaurant reminds all her customers that the restaurant no longer includes the tip in the final cost of the meal.

A retail store clerk notices his customer has purchased baby food and reminds the customer the store has diapers on sale all this week.

"Once employees have bought into the transformation of the customer experience, organizations must change supporting policies and process to reinforce the new behaviors. This means updating all the following practices to prioritize customer centricity EXCEPT: Training Hiring Removing Compensating

Removing

Customer Centric Culture Flashcards

(100 cards)