CX Basics
What does CX stand for?
Customer Experience
True or False: Customers are more likely to share a bad experience than a good one.
True
Who is Mickey Mouse’s dog?
Pluto
How many continents are there?
7
What’s one key difference between customer service and customer experience?
Service = single interaction, Experience = the whole journey
What is a “customer journey map” used for?
To visualize and improve customer interactions
What is the highest-grossing movie of all time (as of 2025)?
Avatar
What is the capital of Canada?
Ottawa
What does NPS stand for?
Net Promoter Score
What does NPS (a CX metric) stand for?
Net Promoter Score
What TV show features the coffee shop “Central Perk”?
Friends
What’s the largest country in the world by land area?
Russia
What percentage of customers will leave a company after just one bad experience?
Around 30–40%
Who famously said: “The customer is always right”?
Marshall Field (later adopted by retailers)
Who is known as “Queen Bey”?
Beyonce
What river runs through Egypt?
The Nile
Which company is widely considered a CX leader for consistency across touchpoints?
Amazon
What CX principle is broken when companies recognize revenue before a true sale occurs?
Revenue recognition principle
What year was the first iPhone released?
2007
What is the smallest country in the world?
Vatican City