Description/History
What is the most useful resource a company has in developing a good customer experience?
Employees
What do CEM and CRM stand for?
Customer Experience Management and Customer Relationship Management
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. (Or some variation of this answer)
On what side of the cube will you find Customer Experience?
The left
Customer experience deals with the customers' _____ have of your business or brand.
Perception.
What is Customer Experience Management?
The collection of processes companies refer to oversee, track, and organize the interaction between a customer and the organization. (Or some variation of this answer)
Often referred to as a touch point, these are digital channels through which a customer might communicate with a brand. Name at least 2.
Social media, e-mail, websites, chats, surveys etc.
Name 2 market research companies that we keep research files on
- Pointillist
- IDC
- Forrester
- Gartner
- Aberdeen
- HBR
True or False. 80% of businesses think that their customer experience is excellent.
Customer Experience Management requires companies to have a __________ view of its customers with up-to-date on customer's accounts.
360-degree, complete, unbiased, etc. (Some version of this answer)
Awareness – Consideration – Purchase – Service – Loyalty
What is the name for the process encompassing these 5 steps?
Digital customer journey/customer journey
When starting a Customer Experience program, what is the first thing you should do? Hint: CX insight.
- Get grounded in your vision and goals
- Create a program foundation/outline
- C-Suite buy-in
etc.
True or False. 10% of customers agree that the customer service of a business is excellent.
False; 8%
In relation to Customer Relationship Management, what does a single source of truth help accomplish?
To ensure everyone in the organization can base business decisions on the same data. (Or some variation of this answer)
How can digital customer experience be improved? List 2 tactics/steps.
- Understand your customers' needs
- Update internal processes/systems to bring your customers' needs to them
- Engage with customers digitally in the channels they prefer
- Support internal infrastructure
- Mastering secure customer data management
etc. (Some variation of these answers)
What is RevGen's Customer Experience value proposition shown on our website?
Make it easy for your customers to do business with you.
Who said that “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”? Hint: CEO
Jeff Bezos.
According to a 2019 Pointillist survey, what percentage of respondents say exceptional customer experience is very or extremely important to their organization?
a) 87%
b) 65%
c) 42%
d) 18%
a) 87%
How many times does an average person swipe, tap and pinch during the day?
a) 86 times
b) 356 times
c) 1,516 times
d) 2,617 times
2,617 times.
Who was the first client we did Customer Experience work for?
American AgCredit in May 2017.