BMG 205 UNIT 2 PQ || All Answers Are Correct 100%.
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Course
BMG 205 UNIT 2 PQ
Institution
BMG 205 UNIT 2 PQ
Harley Davidson's "ing" is about fulfilling dreams of personal freedom. correct answers TRUE
Companies can have good satisfaction scores on individual touchpoints but customers can still be dissatisfied with the overall journey. correct answers TRUE
According to the Colin Shaw article, "Why C...
BMG 205 UNIT 2 PQ || All Answers Are Correct 100%.
Harley Davidson's "ing" is about fulfilling dreams of personal freedom. correct answers TRUE
Companies can have good satisfaction scores on individual touchpoints but customers can still be
dissatisfied with the overall journey. correct answers TRUE
According to the Colin Shaw article, "Why Companies Have No Sense!" businesses have common sense if they include at least 3 of the 5 senses when designing customer experiences. correct answers FALSE
CJMs all look the same and capture the same information. correct answers FALSE
A company's USP stand for its Unconditional Selling Performance. correct answers FALSE
The customer journey can be defined as:
A.
The GPS route taken to get to your location
B.
The paths customers use to navigate your website
C.
The mass marketing messages controlled by the marketer to gain your business
D.
What you put your customers through as they do business with you correct answers D
The customer experience is about you your company says it is and not what the customer perceives it to be. correct answers FALSE
You are flying to Boston and when the refreshment cart comes by you ask for a Pepsi but they only have Coke. You go ahead and drink the Coke. This is an example of:
A.
Customer Sacrifice
B.
Customer Satisfaction
C.
Customer Retention
D.
Customer Settling correct answers A
Which one of the following is an example of the clues aligning with the motif/theme?
A.
Walking into a McCafe and being seated by a hostess.
B.
Walking into the Ritz Carlton and having no one to carry your luggage.
C.
Walking into Nordstrom and hearing a person playing the piano. D.
Walking into Starbucks and smelling burnt coffee. correct answers D
The customer journey mapping process begins with creating the map. correct answers TRUE
Which one of the following statements is true?
A.
Facility design equipment, furnishings, displays, signs, colors, textures, sounds, and lighting have no effect on the customer experience.
B.
Customers understand and process clues in a conscious way since they know how the clues impact how they feel in an experience.
C.
Companies need to manage the emotional component of experiences with the same rigor they bring to the management of product and service functionality.
D.
Mechanic clues are encountered only after the customer enters the location. correct answers C
Functional clues focus on the 'what' of the experience and context clues on the 'how' of the experience. correct answers TRUE
Hitting the Sweet Spot means a customer is engaged in all four quadrants. For the experience of skiing, the locale is considered to be in the ______________ realm or quadrant.
A.
Entertainment
B.
Educational
C.
Escapist
D.
Esthetic correct answers C MYABE
Customers interpret functional clues in a conscious and rational manner. correct answers TRUE
Which four of the following statements are principles of career distinction?
A.
Focus on the next rung of the promotions ladder.
B.
Build your own brand.
C.
Forget about climbing the ladder.
D.
Let your boss determine the value you bring to the company.
E.
Plan of working for the same company during your career.
F.
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