CCXP Questions And Answers Rated A+
Customer centrality ANS is a holistic approach to providing goods and services for customers that seeks to give customers a top notch experience before, during, and after their purchase.
Customer centrality components ANS 1) know your customer 2) create a c...
CCXP Questions And Answers Rated A+
Customer centrality ANS is a holistic approach to providing goods and services for customers
that seeks to give customers a top notch experience before, during, and after their purchase.
Customer centrality components ANS 1) know your customer 2) create a customer centric exp. 3)
evaluate customer metrics 4) empower team members to provide a customer centric exp.
knowing the customer ANS is the ability to identify who you want to sell to and knowing what
they want to buy!
target customer ANS the group of people the intend to serve
customer-centric experience. ANS his is a feeling that the customer gets from the experience that
makes them feel like they are at the center.
customer feedback ANS They not only want to know what the customer liked or did not like
about their order, they also want to know how the customer felt about the experience as a whole.
Customer-Centric Employees ANS Companies who want a customer-centric approach have high
expectations for their staff, and they give staff the power to make customer-centric decisions.
client-centric experience ANS This means that Highlight was interested in going above customer
satisfaction, and they were interested in creating a unique experience centered around the interests of
their clients. (hotel bagel example)
Client Engagement ANS This means that clients are more likely to communicate, connect with,
and respond to interactions with the organization
, client-centric experiences tend to: ANS 1) increase client satisfaction 2) increase client
communication 3) increase company profits.
Creating a client centric experience ANS Occur before, during and after clients purchase of
services or goods.
Opportunities for client centric exp ANS Marketing, sales, communication, follow up
Engagement ANS the number of meaningful interactions they have with clients.
A company can _____ in order to determine customer interests, customer satisfaction and market
trends. ANS Evaluate customer feedback
In terms of customer centrality, which of the following is the BEST example of knowing your
customer? ANS Fit Women has a line of women's fitness gear. They've used customer feedback
to improve their line and they're attentive to what's coming next
Customer-centric employees share the passion for a customer-centric experience AND they _____.
ANS are given the power to make customer-centric decisions
Which of the following is the BEST definition of customer centrality? ANS Customer centrality
refers to putting your customer at the center of the organization before, during, after a purchase.
Client-centric experiences can increase _____, which ultimately increases the client satisfaction and
profits. ANS client engagement
Client-centric experiences should occur _____. ANS before, during, and after the purchase of
goods and services
Which of the following is the BEST example of a client-centric experience? ANS Macy went car
shopping, but couldn't find one she wanted. The dealership took several hours to identify what kind
of car she wants and then called its partners to see if they had anything in stock. Throughout the
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