Customer Experience Strategy

Question 1

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.

Management

Employees

Customers

Executives

Answer 1

Customers

Question 2

Which of the following questions is related to the Net Promoter System for continuous improvement?

Which handful of actions will generate the most impact with our target customers?

When we put ourselves in the customer’s shoes, how do we like it?

What do we want to stand for in the eyes of our customers?

How can we use customer feedback to promote employees’ learning and behavior changes?

Answer 2

How can we use customer feedback to promote employees’ learning and behavior changes?

Question 3

Most organizations believe that the biggest barrier to change is not a lack of resources, but which of the following?

Getting their people to see their service from the obvious point-of-view

Getting their people to see their service from the staff point-of-view

Getting their people to see their service from the bottom view

Getting their people to see their service from the customer’s point-of-view

Answer 3

Getting their people to see their service from the customer’s point-of-view

Question 4

As a result of experience training, a staff will be more engaged and able to see things from which of the following points of view?

Manager’s point of view

Staff’s point of view

Customer’s point of view

Public’s point of view

Answer 4

Customer’s point of view

Question 5

Which of the following defines a branded customer experience?

Designed experience that is intentionally differentiated from other brands with consistent delivery across all customer channels in a way that adds value to the core customer proposition.

Designed experience that is intentionally differentiated from other brands but with inconsistent delivery across a few customer channels in a way that adds value to the core customer proposition.

Random experience that is intentionally differentiated from other brands with consistent delivery across all customer channels in a way that adds value to the core customer proposition.

Designed experience that is unintentionally differentiated from other brands with consistent delivery across all customer channels in a way that adds value to the core customer proposition.

Answer 5

Designed experience that is intentionally differentiated from other brands with consistent delivery across all customer channels in a way that adds value to the core customer proposition.

Question 6

Improving customer experience has broader business and financial implications for the organization with a range of improvements in which of the following?

Cost and efficiency

Cost and overhead

Cost and purchasing

Cost hardship

Answer 6

Cost and efficiency

Question 7

Which of the following is an example of Using Maps to Drive Prioritization?

Bring definition and detailed focus to the customer portrait, and in a dynamic landscape of constant customer influence

Keep in mind the multi-dimensional nature of a customer journey and assigning a ‘weight’ to the impact of each step of the organization’s success; prioritize by weight

Direct an organization’s specific environment, shaping the behavior of those working within it

Document and illustrate employees processes, needs, and perceptions.

Answer 7

Keep in mind the multi-dimensional nature of a customer journey and assigning a ‘weight’ to the impact of each step of the organization’s success; prioritize by weight

Question 8

Which of the following customer experience components should help guide decision making and prioritization across an organization?

Customer experience strategy

Customer insight

Voice of the Customer research

All the above

Answer 8

All the above

Question 9

Apart from the direct negative effect, abusive behavior can have on the customer experience, which of the following is NOT a result of such negative behavior?

Lowering company cost

Damaging company property

Lowering employee morale

Increasing employee turnover

Answer 9

Lowering company cost

Question 10

Which of the following is the shared vision between employees and partners of an organization?

Customer experience index

Customer satisfaction index

Customer experience strategy

Customer satisfaction strategy

Answer 10

Customer experience strategy

Question 11

Consistent delivery of outstanding customer experience is most effectively achieved when the company takes a/an _______________ approach.

Holistic

Accelerated

Targeted

Agile

Answer 11

Holistic

Question 12

The shared vision of a customer experience strategy between employees and partners of an organization must be which of the following?

Indexed

Aligned

Consistent

Compartmentalized

Answer 12

Aligned

Question 13

Understanding of problems customers may not realize they have or may not be able to describe is a component of which of the following characteristics of effective customer experience?

Deliver innovative solutions to customers’ problems

Earn and carefully protect the customers’ trust

Go beyond what’s called for

Balance value delivered and balance captured - on both sides

Answer 13

Deliver innovative solutions to customers’ problems

Question 14

To demonstrate the linkage between investments that have to be made and the return on those investments that are expected the methods can include which of the following?

Correlation analysis

Transaction analysis

Path analysis

All the above

Answer 14

All the above

Question 15

Which of the following is the most accurate statement?

Customers are the people who have purchased your goods or services.

Customers are the people who have purchased your goods or services, and those who intend to buy your goods/services.

Customers are the people who have purchased your goods or services or those who intend to buy your goods/services but not both

Customers are those who intend to purchase your goods or services.

Answer 15

Customers are the people who have purchased your goods or services, and those who intend to buy your goods/services.

Question 16

Which of the following defines experience positioning?

A set of differentiated customer outcomes and the extended experience the customer will have for each of the most important customer situations.

Imprecise statements of the essence of the experience

Make experiences dynamic, describe the evolution of particular types of customer relationships over time.

All the above

Answer 16

Imprecise statements of the essence of the experience

Question 17

Which of the following is an example of Customer Lifecycle Mapping?

End-to-end customer experience map

Compelling mission and vision statement established to focus on delivering lasting value to the company

Critical insights into the company’s existing and target customer base

conducted to identify key threats and opportunities

Answer 17

End-to-end customer experience map

Question 18

The customer experience is the internal and subjective response customers have to any direct or indirect contact with which of the following?

The company

The advertisement

The corporation

The consumer

Answer 18

The company

Question 19

Direct contact generally occurs in the course of the purchase, use, and service and is usually initiated by which of the following?

The management

The marketer

The manufacturer

The customer

Answer 19

The customer

Question 20

All the following summarize best practices and reflect tried and tested approaches that are used to guide CX strategy development and initiatives in organizations EXCEPT:

Reasonable: The employees cannot be burdened with expectations.

Adaptive: Strategy must be adaptive because the business environment changes.

Resources: A good strategy galvanizes the resources needed to execute the strategy.

Sustainable: It must be sustainable over time and increase customer lifetime value.

Answer 20

Reasonable: The employees cannot be burdened with expectations.

Question 21

For the customer, service means their ______________, as seen by them, as discussed with friends and as felt when they interact with people and/or technology within the organization.

Experience

Savings

Perspective

Loyalty

Answer 21

Experience

Question 22

Which of the following pillars of customer experience excellence is directed at achieving an understanding of the customer’s circumstances to drive rapport?

Expectations

Time and Effort

Personalization

Empathy

Answer 22

Empathy

Question 23

One of the key drivers for growth is the value created by which of the following?

Employees

Real Estate

Pricing

Services

Answer 23

Employees

Question 24

Which of the following is the collection of values, objectives, perceptions, and assets from which the company identity and strategy is built?

Brand

Service interface

Customer experience

Marketing

Answer 24

Brand

Question 25

To facilitate the strategy development with the cross-functional team looking outside-in allows you to place the customer at which of the following levels? Above board At center stage At value placement Below-cost line

Answer 25

At center stage

Question 26

"A strategy is simply a plan of action to meet the stated objectives ”. In defining a mobile strategy in order to achieve customer convenience, a firm must address all the following questions EXCEPT: What part of our customer base do we want to reach with a mobile offering? Which of our services should be included in our mobile offering? How much will we invest and in what kind of mobile offering? All the above

Answer 26

All the above

Question 27

Researchers have shown which of the following are strong predictors of future satisfaction scores? Current probability scores Current reality scores Current processing scores Current satisfaction scores

Answer 27

Current satisfaction scores

Question 28

What is the first step that should be taken when developing a branded customer experience? Learn customer expectations by conducting focus groups and/or surveys Observe employee-customer interactions to determine existing trouble spots Obtain a clear understanding of the vision of the company by conducting executive interviews Have employees role-play being customers so that they can get an outside-in view of the company.

Answer 28

Obtain a clear understanding of the vision of the company by conducting executive interviews

Question 29

Which of the following best explains the role of marketing for an organization? It delivers to customers It tells the story It sets the stage It is interchangeable

Answer 29

It tells the story

Question 30

Which of the following pillars of customer experience excellence is directed at turning a poor experience into a great one? Empathy Personalization Integrity Resolution

Answer 30

Resolution

Question 31

Which of the following involves attracting similar customers and managing the service environment to foster customer-to-customer interactions that enhance customer satisfaction? Customer management Experience management Compatibility management Behavior management

Answer 31

Compatibility management

Question 32

The experience stage of the improvement “road map” is related to which of the following? Gather data from customers, hold customer forums and interviews, and undertake journey (touch point) mapping Create small high-powered teams, high-level advisory group Differentiate the company, provide quite a different experience than that of the competition Articulate the nature of the customer experience, included the emotions that the organizations agree they wanted their customers to feel

Answer 32

Articulate the nature of the customer experience, included the emotions that the organizations agree they wanted their customers to feel

Question 33

What does customer experience do for a company? Delivers to customers based on customer wants and needs Sets the stage Tells the story Guarantees profitability

Answer 33

Delivers to customers based on customer wants and needs

Question 34

Which of the following perspectives must be considered when related to a service? The service provided from the operation’s point-of-view The service received from the customer’s point-of-view The service given from an employee’s point-of-view Both A and B

Answer 34

Both A and B

Question 35

Which of the following customer experience components should align strategy with the organization's brand attributes? Customer experience strategy Customer Centric Culture VOC, customer insight, and understanding Measurement, metrics, and ROI

Answer 35

Customer experience strategy

Question 36

A Chief Customer Officer with _______ authority can examine and drive improvements in any process at any customer touchpoint to improve the overall customer experience. Retention Acquisition Process Line

Answer 36

Process

Question 37

The relationship between brand, customer experience, and marketing is a hierarchy that... Starts with a brand strategy tied to corporate business goals. Flows from brand strategy to customer experience. Puts customer experience ahead of customer-facing operations, including marketing. All the above

Answer 37

All the above

Question 38

Which of the following are elements that are outside of a retailer's control? Influence of others Service Retail atmosphere Assortment of product

Answer 38

Influence of others

Question 39

Companies with good customer experience generally also have which of the following? Difficult job role Difficult management Better advertising Better employee morale

Answer 39

Better employee morale

Question 40

Which of the following is MOST important when establishing a "Customer Insights" team? Buy-in from stakeholders and team members Closed access to data Meeting revenue targets Tasks divided into territories

Answer 40

Buy-in from stakeholders and team members

Question 41

The adoption of an ethical business perspective and practices attract customers, make employees want to stay with the company and also creates which of the following? Lower prices Higher costs Community Lifetime Value None of the above

Answer 41

Community Lifetime Value

Question 42

Which of the following is most related to the CCO (Chief Customer Officer) goal for driving profitable customer behavior? Accountability and ownership of all levels, prioritize customer initiatives Define customer portfolios Focus on initiatives such as customer retention, loyalty, satisfaction, and improving the customer experience None of the above

Answer 42

Focus on initiatives such as customer retention, loyalty, satisfaction, and improving the customer experience

Question 43

When CX professionals lack a clear customer experience strategy and vision for their organization, which of the following may result? They open themselves up to vague interpretation. They don’t provide sufficient direction to employees. They avoid accountability for their CX efforts. All the above

Answer 43

All the above

Question 44

Where should you focus the bulk of your efforts when serving customers? Emphasize increasing the loyalty of the most valuable customers and those who are likely to become valuable. Treat all customers equally; don’t focus on one group in particular. Focus on your newest customers; once they are “hooked”, shift your attention to even newer clients. Concentrate on pleasing customers who seem indifferent or are displeased with your service, and win them over at any cost.

Answer 44

Emphasize increasing the loyalty of the most valuable customers and those who are likely to become valuable.

Question 45

One of the critical drivers for growth is the value created by which of the following? Employees Customers Pricing Services

Answer 45

Employees

Question 46

All the following recommendations could be adopted by a small group of people wanting to improve the customer experiences of an organization EXCEPT: Seek potential collaborators Don't consider where to located the customer experience unit within the organization Learn the tactics and techniques of user-centered design, personas, and structured observation Listen to the voice of the customer, wherever you can find it

Answer 46

Don't consider where to located the customer experience unit within the organization

Question 47

Which of the following is the perception your customers have of their interactions with your company? Profitability and Sustainability Product servicing Customer experience Marketing

Answer 47

Customer experience

Question 48

Which of the following ensures that a company’s brand messaging sets the expectations for the experience and provides the foundation for a CX strategy that delivers on those promises? Specify target customers Describe the desired emotional response Articulate unique value Spell out alignment with brand values

Answer 48

Spell out alignment with brand values

Question 49

Which of the following is a true statement? Customer experience is the same as customer satisfaction Customer experience is offering low prices to satisfied customers Customer experience is not the same as customer satisfaction Customer experience is offering low prices to dissatisfied customers

Answer 49

Customer experience is not the same as customer satisfaction

Question 50

The undertake customer research stage of the improvement “road map” is related to which of the following? Gather data from customers, hold customer forums and interviews, and undertake journey (touch point) mapping Create small high-powered teams, high-level advisory group Differentiate the company, provide quite a different experience than that of the competition Articulated the nature of the customer experience, included the emotions that the organizations agreed they wanted their customers to feel

Answer 50

Gather data from customers, hold customer forums and interviews, and undertake journey (touch point) mapping

Question 51

Which of the following can be described as a multichannel customer? A customer who is always on the internet A customer who can be reached at any time A customer who communicates on a mobile as well as on a desktop A customer who has multiple channels of income and can potentially make expensive purchases

Answer 51

A customer who communicates on a mobile as well as on a desktop

Question 52

Which of the following questions is related to customer experience redesign? Which handful of actions will generate the most impact with our target customers? When we put ourselves in the customer’s shoes, what aspects of the experience need to change? What do we want to stand for in the eyes of our customers? How can we use customer feedback to promote employees’ learning and behavior changes?

Answer 52

When we put ourselves in the customer’s shoes, what aspects of the experience need to change?

Question 53

Which of the following must an organization have in place before making decisions about how to interact with customers? A pricing program An evaluation system Customer feedback options A strategy

Answer 53

A strategy

Question 54

Which of the following questions is related to the brand promise? Which handful of actions will generate the most impact with our target customers? When we put ourselves in the customer’s shoes, what aspects of the experience need to change? What do we want to stand for in the eyes of our customers? How can we use customer feedback to promote employees’ learning and behavior changes?

Answer 54

What do we want to stand for in the eyes of our customers?

Question 55

A customer's experience is impacted by which of the following? The social environment An eco-friendly environment An upscale environment A crowded environment

Answer 55

The social environment

Question 56

Which of the following is at the center of companies that have a development focus? Engineers and developers Brand Sales Service

Answer 56

Engineers and developers

Question 57

Which of the following must be the primary objective of a company? Customer Satisfaction Customer Effort Profitability and Sustainability Customer Experience

Answer 57

Profitability and Sustainability

Question 58

A good customer experience is also believed to create which of the following? Competitive disadvantage Competitive drive Competitive desire Competitive advantage

Answer 58

Competitive advantage

Question 59

Addressing customers' physical, intellectual, emotional, and spiritual needs is a component of which of the following characteristics of effective customer experience? Engage the "whole person" Build authentic relationships with the customer Tell a compelling story Be flexible yet consistent

Answer 59

Engage the "whole person"

Question 60

Research has concluded that for many customers which most allows the customer to feel more engaged with the company? A physical experience A mental experience An emotional experience A neutral experience

Answer 60

An emotional experience

Question 61

The objective setting stage of the improvement “road map” is related to achieving which of the following? Gather data from customers, hold customer forums and interviews, and undertake journey (touch point) mapping Create small high-powered teams, high-level advisory group Differentiate the company, provide quite a different experience than that of the competition Articulate the nature of the customer experience, include the emotions that the organizations agreed they wanted their customers to feel

Answer 61

Differentiate the company, provide quite a different experience than that of the competition

Question 62

Which of the following is an aspect of managing with a Development-Focus? Designers, product managers, and marketers look to user goals as the main driver of both product development and marketing Win = meeting quarterly revenue targets Performance is measured by new products/features launched Marketers and managers lean on industry experience and market research

Answer 62

Performance is measured by new products/features launched

Question 63

Which of the following is an example of Competitive Assessment? End-to-end customer experience, internal company processes, and capabilities mapped Compelling mission and vision statement established to focus on delivering lasting value to the company Insights into the company’s existing and target customer base in terms of needs and wants Assessment that identifies key threats and opportunities

Answer 63

Assessment that identifies key threats and opportunities

Question 64

Helping customers understand where you come from, what you stand for, and what makes you special is a component of which of the following characteristics of effective customer experience? Engage the "whole person" Build authentic relationships with the customer Tell a compelling story Be flexible yet consistent

Answer 64

Tell a compelling story

Question 65

Which of the following characteristics may define a successful CCO (Chief Customer Officer)? Wide experience in organizational functions. Wide respect throughout the organization. Powerful Communication Skills All the above

Answer 65

All the above

Question 66

Meeting customer expectations should be the cornerstone for which of the following? A relationship/building strategy Trust Both A and B Neither A or B

Answer 66

Both A and B

Question 67

What is needed to create an employee experience that reinforces the desired customer experience? Make sure that the work is enjoyable and fulfilling Train employees thoroughly to enable them to deliver the desired customer experience Develop a clearly defined employee brand and an attractive culture All the above

Answer 67

All the above

Question 68

Which of the following is most likely to be the influencer in customer experience adoption? Chief Information Officer Chief Financial Officer Chief Executive Officer Chief Marketing Officer

Answer 68

Chief Marketing Officer

Question 69

A fledgling 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 Completing structured observation Directly interacting with customers Completing highly inclusive structured exercises

Answer 69

Bypassing executive support

Question 70

All the following include a mobile app's needs EXCEPT: Intuitive Space Constraint Real - Time Relevant Information

Answer 70

Space Constraint

Question 71

To move mobile from “someday” to “must-do” is a priority for a company which intends to introduce mobile strategies to its customers. To achieve this, those charged with implementing this priority must perform all the following EXCEPT: Setting mobile governance standards Organizing an external forum for mobile re-collaboration Defining and building out the enterprise technology architecture for mobile Prioritizing and helping fund mobile solutions

Answer 71

Organizing an external forum for mobile re-collaboration

Question 72

Which of the following statements is true? It is impossible to have an outstanding customer experience without having an outstanding employee experience. It is possible to have an outstanding customer experience without having an outstanding employee experience. It is impossible to have an outstanding customer experience and have an outstanding employee experience. None of the above

Answer 72

It is impossible to have an outstanding customer experience without having an outstanding employee experience.

Question 73

Occasionally, customers may destroy the experience of other customers in their attempt to sabotage the company. The term for this type of behavior is which of the following? Jaycustomer behavior Deviant customer behavior Aberrant customer behavior All the above

Answer 73

All the above

Question 74

It is often the customer experience generated by which of the following that makes the customer feel that they come first? Employees Brand Environment Marketing

Answer 74

Employees

Question 75

Which of the following is NOT a tool that could be used to improve the customer experience? Focus groups Service transaction analysis Environmental differences Process mapping

Answer 75

Environmental differences

Question 76

Including things that go beyond the boundaries of what customers think you do that may surprise the customer is a component of which of the following characteristics of effective customer experience? Delight the customer by delivering innovative solutions to customers' problems Earn and carefully protect the customers' trust Balance value captured Balance value delivered

Answer 76

Delight the customer by delivering innovative solutions to customers' problems

Question 77

Which of the following may influence the overall customer experience? Customer brand perception and prior experiences with that brand Customer brand awareness Customer brand change Customer brand placement

Answer 77

Customer brand perception and prior experiences with that brand

Question 78

The greatest outcome of customer experience strategies is an increased understanding of a business from which of the following points of view? Management's point of view Customer's point of view Staff's point of view Public's point of view

Answer 78

Customer's point of view

Question 79

Develop and pilot stage of the improvement “road map” is related to which of the following? Collect ideas to deal with the issues the managers and staff identified and then help them test them out in their own areas/departments and obtain feedback from staff and customers Revise training plans to take account of the changes but more importantly to change to customer-based measures to reflect the new customer focus, and then align measures and reward systems to support them Identify areas for change, assigning priorities (with senior managers) and also agree how the projects and work streams would be managed Help staff/providers understand the experience they were delivering, and their customers were actually receiving, and then involve them in finding ways to improve those experiences

Answer 79

Collect ideas to deal with the issues the managers and staff identified and then help them test them out in their own areas/departments and obtain feedback from staff and customers

Question 80

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. Perform a situational analysis using qualitative and quantitative research. Restructure operations to align with a successful CX strategy. Identify barriers in reaching CX objectives and define how CX strategy will accomplish objectives.

Answer 80

The CX lead should uncover how the brand is currently experienced by customers and what the organization's vision is for the future.

Question 81

There are six pillars of customer experience excellence. Which of the following pillars has the strongest impact on customer loyalty and advocacy? Integrity Expectations Resolution Personalization

Answer 81

Personalization

Question 82

For CX to provide sustainable benefits, companies need to prioritize investments that will make the biggest difference to their bottom line. To maximize long-term success, CX pros should do which of the following? Specify relevant business goals. Define metrics to benchmark progress. Both A and B Neither A or B

Answer 82

Both A and B

Question 83

Which of the following is developed to ensure that all strategies are in alignment? Consumer data projections Cost analysis Mission statement Market research

Answer 83

Mission statement

Question 84

Which of the following exert tremendous influence over the conditions for an outstanding customer experience, especially the organization’s fundamental commitment to the customer and behavioral norms when interacting with them? Employee leaders Service leaders Service leaders Executive leaders

Answer 84

Executive leaders

Question 85

A strong brand can enable a firm to command which of the following? Product placement Price premiums Poor service Poor perception

Answer 85

Price premiums

Question 86

All the following are roles a CMO will play EXCEPT: The leader of both customer experience and marketing A peer to the chief customer officer An evaluator of new technologies An executive member of an organization-wide customer experience team

Answer 86

An evaluator of new technologies

Question 87

All the following are fundamental questions of a Meta-Strategy Map EXCEPT Is the Experience positive? Are Customer’s Expectations met? Are the offerings congruent with Ethical principles? Are the Employees rewarded for their skills?

Answer 87

Are the Employees rewarded for their skills?

Question 88

Revising training plans and customer-based measures reflect which of the following? Customer time Customer hopes Customer focus Customer challenges

Answer 88

Customer focus

Question 89

Which of the following is NOT a strategic platform or theme to address customer pain points? Identify fraudulent claim accusations Transform into a customer-centric organization Facilitate transition across channels Personalize and simplify a complex ecosystem

Answer 89

Identify fraudulent claim accusations

Question 90

Prioritize areas for the development stage of the improvement “road map” is related to which of the following? Encourage and collected ideas to deal with the issues the managers and staff identified and then helped them test them out in their own areas/departments and obtain feedback from staff and customers Revise training plans to take account of the changes but more importantly to change to customer-based measures to reflect the new customer focus, and then align measures and reward systems to support them Identify areas for change, assigning priorities (with senior managers) and also agreeing how the projects and work streams would be managed Help staff/providers understand the experience they were delivering, and their customers were actually receiving, and then involve them in finding ways to improve those experiences

Answer 90

Identify areas for change, assigning priorities (with senior managers) and also agreeing how the projects and work streams would be managed

Question 91

Which of the following emotional factors are determined to be the most important in determining the customer experience? Assurance Care Value Trust

Answer 91

Trust

Question 92

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? Capture data from a single source Manages information intensely to promote continuous improvement Restructure priorities to reduce costs Adjusts its process to remove the customer from the core

Answer 92

Restructure priorities to reduce costs

Question 93

One objective of all customer-focused organizations is to help staff/providers understand which of the following? The experience they were excluding The experience they were securing The experience they were envisioning The experience they were delivering

Answer 93

The experience they were delivering

Question 94

In terms of overseeing changes, most organizations take a similar approach and will create which of the following? Small high-powered and empowered teams Small intimate teams Large teams Corporate teams

Answer 94

Small high-powered and empowered teams

Question 95

You must focus on influencing behavior, not just improving satisfaction -is a critical reality of corporate success related to which of the following? The only way customer experience investments payoff is if customers actually do something different. Understanding customer frustration points Align market communications, service processes, and management practices and information systems to deliver the intended experience. Think broadly about your business and challenge its implicit rules and assumptions.

Answer 95

The only way customer experience investments payoff is if customers actually do something different.

Question 96

All the following are positive outcomes for a perfect online account experience EXCEPT: Increased revenue Reduced abandonment Cost reduction from paper handling Ability to break

Answer 96

Ability to break

Question 97

Which of the following will ensure a shared understanding of who an organization intends to serve? Specify target customers Describe the desired emotional response Articulate unique value Spell out alignment with brand values

Answer 97

Specify target customers

Question 98

A firm may need to consider all the following capabilities when evaluating benefits and cost EXCEPT: Customer readiness Employee readiness Firm readiness Competitor readiness

Answer 98

Competitor readiness

Question 99

Service always comes with which of the following? A complaint A delight An introduction A customer experience

Answer 99

A customer experience

Question 100

Which of the following types of focus for a company can lead to sustained revenue growth?

Answer 100

Customer experience