Question 1

The following are best practices for loyalty programs except:

Accepted Answer

A)  Always err on the side of customer privacy over customer insight. 
B)  An effective program allows participants to mix and match aspects according to preferences. 
C)  A loyalty program should be managed around customers, not products. 
D)  Customers value openness, so the best loyalty programs work with other programs. 
A)  Always err on the side of customer privacy over customer insight. 
B)  An effective program allows participants to mix and match aspects according to preferences. 
C)  A loyalty program should be managed around customers, not products. 
D)  Customers value openness, so the best loyalty programs work with other programs. A

Question 2

Barnes suggests a company evaluate a customer's experience on each of the following levels except:

Accepted Answer

A)  easy to do business with 
B)  likelihood to refer to others 
C)  "product in use" experience 
D)  experiences companies can create or enhance 
A)  easy to do business with 
B)  likelihood to refer to others 
C)  "product in use" experience 
D)  experiences companies can create or enhance B

Question 3

The following are reasons some companies have resisted becoming customer-centric except:

Accepted Answer

A)  Some believe they should invest in employees rather than customers. 
B)  Some believe that customers are scarce. 
C)  Some believe that they should prioritize cash flow, focusing on products to ensure profitability. 
D)  Some believe they should prioritize "brand promise," believing that brand awareness is the key to profitability. 
E)  None of the above 
A)  Some believe they should invest in employees rather than customers. 
B)  Some believe that customers are scarce. 
C)  Some believe that they should prioritize cash flow, focusing on products to ensure profitability. 
D)  Some believe they should prioritize "brand promise," believing that brand awareness is the key to profitability. 
E)  None of the above B

Question 4

In the behavioral definition of customer loyalty, customer loyalty ________ brand preference.

Accepted Answer

A)  causes 
B)  results from 
C)  is inversely related to 
D)  none of the above 
A)  causes 
B)  results from 
C)  is inversely related to 
D)  none of the above

Question 5

According to Jim Barnes, the following quality does not define a genuine business relationship:

Accepted Answer

A)  behavior 
B)  attitude 
C)  experience 
D)  environment 
A)  behavior 
B)  attitude 
C)  experience 
D)  environment

Question 6

The 5 Es of customer relationship are:

Accepted Answer

A)  exploration, enhancement, experience, emotions, engagement 
B)  environment, expectations, exploration, experience, engagement 
C)  environment, enhancement, experimentation, emotions, engagement 
D)  environment, expectations, emotions, experience, engagement 
A)  exploration, enhancement, experience, emotions, engagement 
B)  environment, expectations, exploration, experience, engagement 
C)  environment, enhancement, experimentation, emotions, engagement 
D)  environment, expectations, emotions, experience, engagement

Question 7

What strategy would you suggest for a company dealing with high customer churn (and presumably low customer loyalty), taking into account both attitudinal and behavioral definitions of loyalty? How would you characterize the core problem? How might a loyalty program help?

Accepted Answer

The core problem for a company dealing w

Question 8

Does mass marketing have any role in the Interactive Era? If so, what? How might branding be used, and what benefits could it yield for the customer-centric enterprise?

Accepted Answer

In the Interactive Era, mass marketing s

Question 9

What are some reasons companies become customer-centric?

Accepted Answer

A)  Customers create both short-term and long-term value. 
B)  Customers are the sole source of a company's revenue. 
C)  Customers are scarce. 
D)  Focusing on customers will ensure every transaction is profitable. 
E)  All of the above 
A)  Customers create both short-term and long-term value. 
B)  Customers are the sole source of a company's revenue. 
C)  Customers are scarce. 
D)  Focusing on customers will ensure every transaction is profitable. 
E)  All of the above

Question 10

A business relationship is mutual, interactive, iterative, and _________.

Accepted Answer

A)  symmetric 
B)  transactional 
C)  unique 
D)  Loyal 
A)  symmetric 
B)  transactional 
C)  unique 
D)  Loyal

The following are best practices for loyalty programs except:

Barnes suggests a company evaluate a customer's experience on each of the following levels except:

The following are reasons some companies have resisted becoming customer-centric except:

In the behavioral definition of customer loyalty, customer loyalty ________ brand preference.

According to Jim Barnes, the following quality does not define a genuine business relationship:

The 5 Es of customer relationship are:

What strategy would you suggest for a company dealing with high customer churn (and presumably low customer loyalty), taking into account both attitudinal and behavioral definitions of loyalty? How would you characterize the core problem? How might a loyalty program help?

Does mass marketing have any role in the Interactive Era? If so, what? How might branding be used, and what benefits could it yield for the customer-centric enterprise?

What are some reasons companies become customer-centric?

A business relationship is mutual, interactive, iterative, and _________.

Evolution of Relationships With Customers and Strategic Customer Experiences

Customer Relationships: Building Blocks of IDIC and Trust

Identifying Customers

Differentiating Customers by Value: Some Customers Are Worth More Than Others

Differentiating Customers by Their Needs

Interacting With Customers: Customer Collaboration Strategy

Customer Insight, Dialogue, and Social Media

Privacy and Customer Feedback

The Payoff of IDIC: Using Mass Customization to Build Learning Relationships

Optimizing Around the Customer: Measuring the Success of Customer-Based Initiatives and the Customer-Centric Organization

Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise

Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 1

Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 2

Future proofing the Customer-Centric Organization

Filters

Exam 2: The Thinking Behind Customer Relationships That Leads to Good Experiences

The following are best practices for loyalty programs except:

Barnes suggests a company evaluate a customer's experience on each of the following levels except:

The following are reasons some companies have resisted becoming customer-centric except:

In the behavioral definition of customer loyalty, customer loyalty ________ brand preference.

According to Jim Barnes, the following quality does not define a genuine business relationship:

The 5 Es of customer relationship are:

What strategy would you suggest for a company dealing with high customer churn (and presumably low customer loyalty), taking into account both attitudinal and behavioral definitions of loyalty? How would you characterize the core problem? How might a loyalty program help?

Does mass marketing have any role in the Interactive Era? If so, what? How might branding be used, and what benefits could it yield for the customer-centric enterprise?

What are some reasons companies become customer-centric?

A business relationship is mutual, interactive, iterative, and _________.

Evolution of Relationships With Customers and Strategic Customer Experiences

Customer Relationships: Building Blocks of IDIC and Trust

Identifying Customers

Differentiating Customers by Value: Some Customers Are Worth More Than Others

Differentiating Customers by Their Needs

Interacting With Customers: Customer Collaboration Strategy

Customer Insight, Dialogue, and Social Media

Privacy and Customer Feedback

The Payoff of IDIC: Using Mass Customization to Build Learning Relationships

Optimizing Around the Customer: Measuring the Success of Customer-Based Initiatives and the Customer-Centric Organization

Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise

Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 1

Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 2

Future proofing the Customer-Centric Organization

Filters