Benefits of Customer Experience Management (CEM)

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

Customer experience management can be defined as _____.

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1. How does a customer feel when receiving personalized service?

2. Why is it important to meet customer expectations?

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About This Quiz & Worksheet

Measure how much you understand about customer experience management with this quiz/worksheet assessment. You will need to be familiar with the importance and advantages of this management practice in order to successfully complete this quiz.

Quiz & Worksheet Goals

You will be expected to do the following when you take this quiz:

  • Define customer experience management
  • Describe how a customer feels when they receive personalized service
  • Explain the importance of meeting customer expectations
  • Note the importance of keeping customer profiles, transaction histories and personalization of customer services
  • Understand the advantages of interactions that fulfill customer needs and exceed expectations

Skills Practiced

  • Defining key concepts - ensure that you can accurately define customer experience management
  • Interpreting information - verify that you can read information about how one feels about receiving personalized customer service and interpret it correctly
  • Information recall - access the knowledge you've gained regarding the meeting of customer expectations

Additional Learning

Further your understanding of this topic by using the lesson titled Benefits of Customer Experience Management (CEM). You can expect to learn more about:

  • What one can gain insight into when using the CEM process
  • Which things CEM creates and promotes
  • How expenses can be reduced using CEM
Final Exam
Call Center Customer Service - Improving Customer Satisfaction
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