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Managing the Customer Experience Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "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. Good luck!

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Question 1 1. Good customer experience management allows for _____ across platforms.

Question 2 2. All of these are potential benefits of a CEM program EXCEPT which?

Question 3 3. What is a Customer Experience Director?

Question 4 4. What is an advantage of CES (Customer Effort Score)?

Question 5 5. Why are current customers the most important group of customers to pay attention to?

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Question 6 6. What is limitation of CES (Customer Effort Score)?

Question 7 7. A _____ is a person or organization who has purchased, might purchase or does purchase products and services from your organization.

Question 8 8. Which of the following is the BEST definition for customer delight?

Question 9 9. Which of the following is a benefit of using customer experience management?

Question 10 10. What is another common function of a customer experience director?

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Question 11 11. Which is an area that a key driver can focus on?

Question 12 12. What needs to be done after key drivers are developed?

Question 13 13. In order to help your customers know who to contact, you should always provide them with what?

Question 14 14. Why is it important to use customer experience management?

Question 15 15. Which is a way to calculate CES (Customer Effort Score)?

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Question 16 16. What is a Customer Effort Score (CES)?

Question 17 17. What is a strategy for being effective with customer experience management?

Question 18 18. Which is the BEST example of improving a customer's experience?

Question 19 19. Customer feedback should consist of which three components?

Question 20 20. Someone who used to purchase goods or services from an organization is a:

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Question 21 21. _____ 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 22 22. 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 23 23. Someone who may, at some point, want to buy products and services from your company is a:

Question 24 24. A _____ customer is actively buying products and services from a business.

Question 25 25. Which of the following is the best example of timeliness?

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Question 26 26. Which is a question that can be used for CES (Customer Effort Score)?

Question 27 27. The three main responsibilities of a customer experience manager are _____, customer relationship management, and _____.

Question 28 28. Which is the best definition of a key driver in business?

Question 29 29. What is a way to make customer experience management easier for your company?

Question 30 30. 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!

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