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What is the most useful tool a company has in developing a good customer experience?
Employees
What is Customer Experience Management?
The collection of processes companies refer to oversee, track, and organize the interaction between a customer and the organization.
Complete the sentence: “The system helps to understand the customer journey across a company's ………..”
a) market strategy b) customer experience
c) touchpoint d) customer knowledge
C) touch-point
Customer experience deals with the _____ customers have of your business or brand.
Perception.
Customer Relationship Management systems collect customer data through diverse communication channels such as (name three):
Company's website, telephone, live chat, direct mail, marketing materials and social media.
Which part of customer experience is Sales experience?
Sales experience relates to the customer's journey up to and including the point that the customer makes a purchase decision.
True or False. 80% of businesses think that their customer experience is excellent.
What is customer journey mapping?
A customer journey map tells the story of the customer’s experience: from initial contact, through the process of engagement and into a long-term relationship.
What are the different ways to understand customers' goal?
- Survey or interview different customer groups
- Get user testing feedback
- Identify customer questions in each phase
- Use customer analytics tools to gather information
True or False. 10% of customers agree that the customer service of a business is excellent.
False; 8%
Name the 5 stages of the digital customer journey.
Awareness – Consideration – Purchase – Service – Loyalty
Name 3 environment factors that would improve your business/brand customer experience:
- Lighting
- Unique product packaging
- Customer service face to face
- Constant reinvention
- Product-building
- Blending products and Services.
Who said that “You've got to start with the customer experience and work back towards to the product.”?
Steve Jobs
What is a touch-point? And name 3 examples.
A touch-point refers to any time customer comes in contact with the brand; before, during or after they purchase the product or service. For example: social media, e-mail, websites, chats, surveys etc.
How many times does an average person swipes, taps and pinches during the day?
2,617 times.