Organizational Adoption & Accountability Review Flashcards by Stephanie COmo

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

Review existing feedback

Ensure feedback can be correlated to the transaction

Identify friction points

Analyze customer feedback as it relates to business quality

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All the following are attributes that create customer loyalty EXCEPT:

Profit margin

Brand image

Product value

Customer service experience

Profit margin

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

Challenging employees to go paperless in the workplace

Creating an Inclusion and Diversity day within the workplace

Employees writing Thank You letters to loyal customers

Quarterly meetings hosted by the CEO is open to all employees

Challenging employees to go paperless in the workplace

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Your company brand represents which of the following?

Company priority

Company promise

Company wages

Company revenue

Company promise

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

The customer-facing employees

Middle management

The executives

Contributions from people at all levels are necessary

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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?

Accountability partners for self-development

Celebrating customer success stories

Emotional intelligence training

Implementing metrics and incentives

Emotional intelligence training

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

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

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

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

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

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

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

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

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

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

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

Chief Executive Branch Managers

Marketing Strategists

Chief Customer Officers

Customer Finance Specialist

Chief Customer Officers

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

The quality of our coffee is better than our competitors.

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

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

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

The quality of our coffee is better than our competitors.

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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?

Creating a customer-centric organization

Defining a holistic customer strategy and vision

Establishing and maintaining executive buy-in and support

Testing, measuring, and learning

Defining a holistic customer strategy and vision

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

Education

Evaluation

Recruiting

Rewards

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

Customer dependability

Customer availability

Customer needs and behaviors

Customer disadvantages

Customer needs and behaviors

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

Customer authority

Customer dialogue

Integrated execution

Solution experience

Integrated execution

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

Call center agents, retail staff

Sales reps, security guards

Delivery staff, contract technicians

Tech vendors, marketing

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

Customer awareness

Customer Marketing

Customer visits

Return on investment

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

Aligning the organization for success

Designing a framework for knowledge management

Focusing on the agent experience

Continually improve knowledge management practices

Designing a framework for knowledge management

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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?

VOC, customer insight, and understanding

Organizational adoption and accountability

Customer-centric culture

Metrics, Measurement & ROI

Organizational adoption and accountability

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

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

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

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

Multicultural environments could clash within a company

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

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

Assess the empathy and customer centricity of job applicants.

“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.”

“Validate that the design/update of each core experience aligns with the CX vision.”

“Measure customers’ overall perception of core customer experiences.”

Assess the empathy and customer centricity of job applicants.

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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:

Driving profitable customer behavior

Creating a customer-centric culture

Leveraging in-depth customer insight

Developing market-strong environmental influence

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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?

Creating metrics that matter

Empowering employees

Using feedback

Visibility of leadership

Using feedback

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

Adjusting the delivery of areas where interaction doesn’t matter

Aligning interaction to customer touch points that matter

Aligning interaction to each customer at every point of contact

Increasing customer delight when it makes sense

Adjusting the delivery of areas where interaction doesn’t matter

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

Defining your values and mission

Improving employee engagement

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

Recognize, reward and incentivize

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

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Which of the following best completes the statement: "Customer experience leads to profits if…"? You treat it as a business discipline. You do not throw too much money at it. You deal with it seriously. You increase customer satisfaction.

You treat it as a business discipline.

Which of the following descriptions BEST defines the brand fundamental "Building a Branded Culture and Celebrating Success"? Aligning the company brand across a broad range of constantly moving parts Applying the brand strategy throughout the company Branding used in informing and guiding all front-line and online interactions Making sure everyone knows the company's values, how to use them, and utilizing peer recognition

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

The process of generating more opportunities to increase sales applies to which of the following areas? Acquisition Efficiency Retention Satisfaction

Acquisition

When developing a customer experience strategy, what is often the biggest barrier to change within a company? Lack of financial resources Inadequate educational materials and training Short-term thinking and poor execution for all levels. Poor employee morale in the face of change

Short-term thinking and poor execution for all levels.

All the following practices exemplify "Culture" EXCEPT: Clearly defined performance standards for quality/customer service Good cooperation among departments People are proud to work for the company Strong feelings of teamwork

Clearly defined performance standards for quality/customer service

Which of the following C-level executives should take responsibility for the customer experience if the company heavily focuses on the digital spectrum? Chief Executive Officer Chief Information Officer Chief Operations Officer Head of Business Unit

Chief Information Officer

Which of the following is an attribute of a successful Chief Customer Officer? Enhances profitability Grows the customer base Increases the strength of the customer base as an asset All the above

All the above

Which of the following components of a "culture of employee delight" BEST exemplifies providing employees with opportunities to advance in the company? Education Evaluation Growth Rewards

Growth

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

Well-being

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? The market The environment The culture The store

The environment

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? Dashboards Metrics Reports Scores

Dashboards

Which of the following is NOT a reason that the Chief Customer Officer is hired? Manage price fluctuations Address chronic customer crisis Create sustainable competitive advantage Protect and retain existing customers

Manage price fluctuations

By definition, the Chief Customer Officer owns the shaping of corporate strategy and which of the following? The voice of the customer The view of the company The voice of the employee The view of the customer

The voice of the customer

Which of the following must be the highest priority when costs rise and customers flee because of their experience? Generating cash Strengthening the brand Improving customer experience Lowering costs or prices

Improving customer experience

There are six competencies you must master for success; which of the following CX practices is related to the competency-- measurement? Assess the impact that all projects and decisions will have on core customer experiences. Reject or rework projects that would hurt core experiences in unacceptable ways. Report CX quality metrics to governing bodies (e.g., budgeting, design, technology) to inform future decisions. Say no to work that might improve customer experience in general but does not align with core CX priorities.

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

Which of the following is NOT a function of a steering committee? Setting up functional teams Setting governance standards Defining and building out the enterprise IT technology architecture Prioritizing and helping fund solutions

Defining and building out the enterprise IT technology architecture

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? All the customers All the competitive pricing All the cultural diversification All the employees

All the employees

Which of the following BEST exemplifies a "Connected Retailer"? Employees help customer when their role permits Integrated channels deliver consistent branded customer experience Loyalty = card + points + status Market insights drive market approach

Integrated channels deliver consistent branded customer experience

Which of the following case examples will BEST exemplify integration and deployment within a customer-focused company? A company documents its interactions with all customer contact and shared it with appropriate staff, online, and in real time. A company that avoids substituting technology for person-to-person contact so customers can talk to a "real" person. A company that provides every staff member with a small wallet card stating its vision and commitment to its customers and staff. A company uses team-based approaches to meeting customers' needs, forming cross-functional teams.

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

There are six competencies you must master for success; which of the following CX practices is related to the competency-- prioritization? Analyze customer analytics to identify patterns and trends in customers’ behavior. Informally recognize employees who deliver or enable good CX (e.g., the employee of the month, email recognition). Model the impact that CX quality has on your core business goals (e.g., revenue growth, retention). Ask customers for qualitative feedback about their interactions with the company

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

All the following are steps taken to identify and break down the customer effort into manageable pieces EXCEPT: Review customer acquisitions Collect internal insights Develop a hypothesis Collect customer feedback on customer effort

Review customer acquisitions

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

Customer voice and advocate

Which of the following BEST defines the old view of marketing? Create data-driven, personalized, customer-centric environments Create effective mass advertising to increase brand awareness and loyalty Serve through multiple channels with consistency Target discrete customer segments

Serve through multiple channels with consistency

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? Almost engaged Disengaged Engaged Highly engaged

Highly engaged

A loyal customer has _________ to the company and therefore drives repurchase and forgives minor mistakes? Friendly service Emotional connection Geographical convenience Emotional awareness

Emotional connection

Fragmented or siloed organizations face the greatest difficulty in which of the following? Aligning the organization for success Designing a framework for knowledge management Focusing on the agent experience Continually improving knowledge management practices

Aligning the organization for success

Which of the following is NOT one of the ways customer strategy maximizes the value delivered to each customer? Identifies the most valuable customers that must be attracted and retained Uncovers the customer's most critical purchase drivers Ensures the company is uniquely positioned to deliver products and services that fill customers' needs Incorporates customer satisfaction surveys to evaluate competitor's pricing

Incorporates customer satisfaction surveys to evaluate competitor's pricing

Which of the following programs provide a measure of the quality of the customer experience? Customer interaction programs Customer relationship programs Customer eccentric programs Customer feedback programs

Customer feedback programs

There are six competencies you must master for success; which of the following CX practices is related to the competency-- delivery? Provide tools that help employees deliver core experiences the right way every time (e.g., templates, workflow automation). Say no to work that might improve customer experience in general but does not align with core CX priorities. Reject or rework projects that would hurt core experiences in unacceptable ways. Say no to work that might improve customer experience in general but does not align with core CX priorities.

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

It’s a lot easier to train which of the following types of employees to work your computer system than it is to train an unempathetic, technically proﬁcient employee to show genuine interest in other people? Personable Skilled Empathetic Knowledgeable

Empathetic

Which of the following is one of the most important strategic drivers of growth and value creation? Brand strategy Brand management Brand value Brand expansion

Brand management

The process of decreasing cost of operations applies to which of the following areas? Acquisition Efficiency Retention Satisfaction

Efficiency

Which of the following BEST defines "moment of truth"? Best practices within a company employ transparency Customers provide both positive and negative feedback Employees communicate with honesty to customers Interaction attributes provide the highest value to the customer

Interaction attributes provide the highest value to the customer

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? Enhanced problem resolution experience More and better advice Omni-channel experience Transparency

Omni-channel experience

Chief Customer Officers goals include all the following EXCEPT: Delivering customer interaction within the company Driving profitable customer behavior Creating a customer-centric culture Driving customer and corporate strategy into the C-Suite and throughout the company

Delivering customer interaction within the company

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? Enhanced problem resolution experience More and better advice Omni-channel experience Transparency

Transparency

Interviewers should look for all the following customer-centric behaviors in job candidates EXCEPT: Calm demeanor in the face of challenges Maturity to recognize the mistakes in other coworkers Sensitivity to others' needs Willingness to quickly resolve issues

Maturity to recognize the mistakes in other coworkers

All the following are important considerations when creating a customer-centric organization EXCEPT: Hiring candidates with the right CX attitude and aptitude Provide training to employees required to build knowledge skills and behaviors for future performance Empower employees and offer incentives and rewards for desired behaviors Allowing employees the option of investing monetarily in the company

Allowing employees the option of investing monetarily in the company

Which of the following BEST describes "emotive performance"? The intangible, subjective ways in which customers are treated The length of a sales call The physical qualities of the interaction The response time to a social media inquiry

The intangible, subjective ways in which customers are treated

Market leaders in customer experience have managed to identify which of the following levers for superior customer experience? Employees Governance Insight management All the above

All the above

Which of the following are some of the best tools any organization has to support strong alignment within the organization? Tangible, financial goals backed by incentives Tangible, financial margins Tangible, financial results Tangible, financial projections

Tangible, financial results

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? Giving people purpose, not rules Hiring for attitude, not aptitude Listening to employees Tapping into the curiosity of the front-line

Hiring for attitude, not aptitude

Which of the following steps to improving the customer experience will BEST explain determining what differentiates one company from the rest of the competition? Accommodating shifts in customer behavior Establishing economic frameworks Tracking customer behavior and distilling patterns Understanding needs, wants, and preferences of target audience and meeting them betters than others

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

For continued organizational adoption of customer experience strategy, the company must heavily focus on which of the following? That which the customer cares most about That which the organization cares most about That which benefits both the customer and the organization That which the management hopes to supply

That which benefits both the customer and the organization

All the following are descriptions of "over-managing" EXCEPT Paying extraordinary attention to details Providing specific directions to the workforce and overseeing its implementation Thinking about the challenge or goal differently than others and to a greater degree Viewing what is typical in corporate best practices as a baseline, as opposed to the accepted standard

Providing specific directions to the workforce and overseeing its implementation

There are six competencies you must master for success; which of the following CX practices is related to the competency-- prioritization? Consolidate what the company knows about customers into a single artifact that paints a vivid picture of who they are (e.g., design personas). Use a human-centered process to design/update each of the company’s core customer experiences. Define the specific activities that each role must do to deliver or enable core customer experiences as designed. Identify the most important customer groups, the core customer experience, and the characteristics that each core experience must have.

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

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

Defect

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? Strategy Culture Instant messaging Design

Strategy Culture Instant messaging Design

Which of the following employee engagement factors will BEST foster skill building and personal development to grow and change the company? Connection Innovation Mastery Well-being

Mastery

All the following practices exemplify "Standards and Procedures" EXCEPT: Employees are told what to do to meet the needs of internal/external customers Have a well-defined strategy to overcome competitors Procedures between departments are simple and aligned to ensure a smooth flow of work Work practices make it easy to meet customer needs/produce quality work effectively

Have a well-defined strategy to overcome competitors

One of the primary approaches to change is facilitation and support and is exemplified by which of the following? Explaining the need and logic for change Having others participate in the planning and implementation of the change Assigning resistors to the desired position in the change process A slow introduction of the change process and provision of support for those affected

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

There are six competencies you must master for success; which of the following CX practices is related to the competency-- delivery? Carry out rituals and routines that keep customers and CX top of mind for employees. Formally reward employees for delivering or enabling good CX (e.g., bonuses, promotions). Define the specific activities that each role must do to deliver or enable core customer experiences as designed. Design measurement communications so that they are useful and usable for employees.

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

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? Revenue distribution Costs and Returns on investment Contracts Materials

Costs and Returns on investment

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? First-call resolution First contact resolution First level resolution First timer resolution

First level resolution

Which of the following will help you most profitably acquire, serve, and retain your most valued customers? Customer strategy Competitive pricing Environmental elegance Marketing strategy

Customer strategy

Which of the following strategies is BEST exemplified when customer experiences are measured and communicated regularly? Climate People policies Performance tracking Standards and procedures

Performance tracking

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? Creating metrics that matter Designing the experience Understanding the company Making Customer Experience leadership visible

Making Customer Experience leadership visible

There are six competencies you must master for success; which of the following CX practices is related to the competency-- prioritization? Document the company’s overarching CX vision — an aspirational description of an organization’s intended experience for its customers. Measure customers’ overall perception of core customer experiences. Assess the impact that all projects and decisions will have on core customer experiences. Use a human-centered process to design/update each of the company’s core customer experiences.

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

Which of the following touch points will BEST exemplify customers "re-engaging" with the company? Repeatedly Using Club membership card Cup of coffee Online chat Product packaging

Repeatedly Using Club membership card

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? Customer-centric hiring processes Customer experience strategy Organizational adoption and accountability All the above

All the above

There are six competencies you must master for success; which of the following CX practices is related to the competency-- customer understanding? Validate that digital and physical touchpoints (e.g., mobile apps, bills, offers) deliver or enable experience designs accurately. Conduct open-ended qualitative research that deepens your understanding of customers and explores unmet needs. Measure how well actual customer experiences match the must-have characteristics for each core experience. Formally reward employees for delivering or enabling good CX (e.g., bonuses, promotions).

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

One of the primary approaches to change is participation and involvement and is exemplified by which of the following? Explaining the need and logic for change Having others participate in the planning and implementation of the change Assigning resistors to the desired position in the change process Demanding support or experience loss of rewards and resources

Having others participate in the planning and implementation of the change

Customer experience is non-existent in the absence of which of the following? Customer journeys Employee experience End to end service Top level management

Employee experience

Which of the following is MOST needed when shifting a large company that employs over 100,000 individuals to customer-centric practices? A strong corporate message Employee turnover Leadership Research and analytics

Leadership

One of the primary approaches to change is education and communication and is exemplified by which of the following? Negotiating or bargaining to win acceptance Explaining the need and logic for change Having others participate in the planning and implementation of the change Assigning resistors to the desired position in the change process

Explaining the need and logic for change

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

Quality

Which of the following evaluates employee performance against role-specific customer experience metrics to change employee behavior? VOC, customer insight, and understanding Organizational adoption and accountability Customer-centric thinking Customer experience theory

Organizational adoption and accountability

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? Permanence Preference Premium Promotion

Premium

Which of the following customer experience components review customer experience program status and metrics regularly to monitor progress toward business goals? Customer-centric culture Customer experience design Organizational adoption and accountability Customer experience theory

Organizational adoption and accountability

One of the best ways to get employees’ attention is to link their variable compensation to which of the following? Attendance Record Customer focus Customer service results Customer experience metrics

Customer experience metrics

Which of the following interview questions is used to BEST identify the job candidate's display of empathy and problem-solving skills? "What did and didn't you like your roles in jobs where you've had customer-service responsibilities?" "Tell me about an occasion when you didn't meet the needs of a customer and how you addressed the situation." "What do you think constitutes excellent customer service?" "What is your greatest work-related accomplishment?"

"Tell me about an occasion when you didn't meet the needs of a customer and how you addressed the situation."

Evaluation metrics must be clearly defined and… Explained to employees Agreed upon from the outset Communicated throughout the organization All the above

All the above

All the following areas are related to "Corporate Social Responsibility" EXCEPT: Diversity and inclusion Employee engagement Ethical sourcing Workplace safety

Employee engagement

Properly utilized feedback to upper management can lead to all the following EXCEPT: Highly effective products Organizational changes Process changes Market Changes

Market Changes

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? Customer interviews/focus groups Journaling Personas Unstructured data

Unstructured data

Myth: You must focus on just improving customer satisfaction. Which of the following descriptions BEST defeats this myth? Create experiences that influence customer behavior and enable them to do something different and experience the investment pay off as a result Creating a breakthrough customer experience requires thinking broadly about the company and challenge its rules and assumptions Creating a highly aligned and engaged workforce shapes the customer experience Discover needs customers may be unaware of

Create experiences that influence customer behavior and enable them to do something different and experience the investment pay off as a result

Organizational Adoption & Accountability Review Flashcards

(100 cards)