UMX
What is the Ultimate goal of UMX?
RETENTION
You should treat customers the way you like to be treated. T/F
FALSE (treat them THEY way they want to be treated)
The 1st step to customer loyalty is...
1st APPOINTMENT
The steering wheel of a F1 race car can cost...
$50,000 to $100,000 (due mainly to all the technology)
There are assessment checklists in the Guidebook for ALL 8 Service steps. T/F
TRUE
The #1 driver of customer loyalty is...
How a customer FEELS about an experience
A 5% increase in retention can increase profits by...
25% - 95%
Pit stops are faster than you can buckle your seatbelt T/F
TRUE (can change a set of 4 tires in a couple of seconds)
Concern Resolution is part of the UMX Guidebook. T/F
TRUE
The most important factor for customer satisfaction is...
CONVIENCE / TIME
What % of customers will do business with you again if their problem is resolved to their satisfaction?
70% (90% if resolved immediately)
An F1 race car can drive upside down T/F
TRUE (Downforce is so intense at high speeds, in theory it could stick to the ceiling)
85% of the reason for failures in a business system are related to...
PROCESSES (not people)
The 2 most important steps in the Customer Service Journey are...
The BEGINNING and the END
LTR is a measure of...
LOYALTY
Pit crews follow a physical training program similar to...
OLYMPIC SPRINTERS &
PROFESSIONAL FOOTBALL PLAYERS
LAG measures are results.
LEAD measures are ________ ?
BEHAVIOURS (or actions that influence the results)
FRFT increases customer satisfaction T/F
FALSE (It's a basic expectation)
The most important function for the manager in Concern Resolution is...
TREND ANALYSIS
Invisible air can be the difference between winning and losing a race T/F
TRUE (A tiny body change can affect aerodynamics and make huge differences in speed)