3DE Competency/Analytical Tool Review #3

Which competency can be described as assess situations to navigate cultural, structural, and situational norms; read context and identify stakeholders' perspectives to foster positive relationships?

• Critical & Analytical Thinking

• Cultural Agility

• Engaging Communication

• Self-Direction

This tool is is a framework used to analyze how customers engage with a company.

• Customer persona analysis

• Persona framework

• Customer SWOT analysis

• SWOT Analysis

Which statement best describes a persona?
Choose the most appropriate response.

• Personas are fictional characters that represent key characteristics of a specific group of customers

• The use of personas helps companies recognize and anticipate their customers' needs

• Personas create opportunities for businesses to empathize with their stakeholders' perspectives

• All of the Above

Which of the following is true of the customer experience?
Choose the most appropriate response.

• It begins from the point of sale on

• It is tracked by the customer

• It begins even before a sale is made and continues after the purchase

• It is not as important as the product or service

Which statement best describes a Customer Persona Analysis

• The customer persona analysis is a framework

• The customer persona analysis is an analytical tool used to understand the customer experience and identify opportunities for improvement

• The customer persona analysis is a strategy for branding a product or service

• The customer persona analysis is a tool to promote resolution during times of conflict

What should a business consider when conducting a Customer Persona Analysis?

• The target customer's needs and expectations

• Positive touchpoints and barriers the customer encounters during their experience

• Addressing barriers and leveraging positive touchpoints to update and improve the customer experience

• All of the above

How do businesses use Customer Persona Analyses to create more consistent customer experiences?

• Businesses use the Customer Persona Analysis to recognize, anticipate and respond to their customers' needs and expectations

• Companies use the Customer Persona Analysis to make a decision between two choices

• Organizations use the Customer Persona Analysis to create marketing campaigns

• Businesses use the Customer Persona Analysis to identify new customers