CRM Unit 2

Customer Experience (CX) is the product of an _____between an organisation and a customer throughout their relationship.

• transaction

• interaction

• expectation

• marketing

TWO important and strategies of positive customer experience are _________

• Enhancing sales and profits

• Delivering brand promise and meets customers’ expectation

• Turning customers into repeat and loyal customers

• highlighting the focus of company vision and mission of company

Word of mouth is one of the important tools as customers are seeking third-party validation now when making online purchase. This is ______

• increase customer advocacy

• improve customer satisfaction

• delivers brand promise and meets customers’ expectation

• improve retention rate

Two strategies to provide customer experience are

• create a clear customer experience vision

• Understand Objective of business operation

• Create emotional connection with customers

• Capture customer feedback for selected omni channel services

The collection of processes a company used to track, oversee and organise every interaction between a customer and the organisation throughout the customer lifecycle is

• Customer Relationship Management

• Customer Experience Management

• Customer Service Experience

• Service Management

"Would you recommend this company to a friend or relative" is an example of using

• Net Recommended Score

• Net Promoter Score

• Net Promoter Questionnaire

• Sales Promoter Checklist

For the Core Values of PACE - "does the organsation have anything in place to ensure brand promises are delivered?" is under the value of

• Processes

• Attitudes

• Communication

• Evaluation

Happy and Pleased are emotions under the

• Advocacy Cluster

• Recommendation Cluster

• Attention Cluster

• Destroying Cluster

Interested and Exploratory are emotions under the

• Advocacy Cluster

• Recommendation Cluster

• Attention Cluster

• Destroying Cluster

Unhappy and Frustrated are emotions under the

• Advocacy Cluster

• Recommendation Cluster

• Attention Cluster

• Destroying Cluster