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Question 11.Good customer experience management allows for _____ across platforms.
Question 22.All of these are potential benefits of a CEM program EXCEPT which?
Question 33.What is a Customer Experience Director?
Question 44.What is an advantage of CES (Customer Effort Score)?
Question 55.Why are current customers the most important group of customers to pay attention to?
Question 66.What is limitation of CES (Customer Effort Score)?
Question 77.A _____ is a person or organization who has purchased, might purchase or does purchase products and services from your organization.
Question 88.Which of the following is the BEST definition for customer delight?
Question 99.Which of the following is a benefit of using customer experience management?
Question 1010.What is another common function of a customer experience director?
Question 1111.Which is an area that a key driver can focus on?
Question 1212.What needs to be done after key drivers are developed?
Question 1313.In order to help your customers know who to contact, you should always provide them with what?
Question 1414.Why is it important to use customer experience management?
Question 1515.Which is a way to calculate CES (Customer Effort Score)?
Question 1616.What is a Customer Effort Score (CES)?
Question 1717.What is a strategy for being effective with customer experience management?
Question 1818.Which is the BEST example of improving a customer's experience?
Question 1919.Customer feedback should consist of which three components?
Question 2020.Someone who used to purchase goods or services from an organization is a:
Question 2121._____ is the relationship the customer has with a company from start to finish. This includes things like retention, loyalty, and how often the customer uses a company's products or services.
Question 2222.Which BEST describes one essential reason why a customer experience manager should look for areas for improvement when trying to enhance the customer experience?
Question 2323.Someone who may, at some point, want to buy products and services from your company is a:
Question 2424.A _____ customer is actively buying products and services from a business.
Question 2525.Which of the following is the best example of timeliness?
Question 2626.Which is a question that can be used for CES (Customer Effort Score)?
Question 2727.The three main responsibilities of a customer experience manager are _____, customer relationship management, and _____.
Question 2828.Which is the best definition of a key driver in business?
Question 2929.What is a way to make customer experience management easier for your company?
Question 3030.Why is there a need for a Customer Experience Director?
Managing the Customer Experience Chapter Exam Instructions
Choose your answers to the questions and click 'Next' to see the next question. You can skip questions if you would like and come back
to them later with the "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will
appear. Click it to see your results. You will lose your work if you close or refresh this page. Good luck!