CCXP Questions And Answers With Verified Solutions
0 view 0 purchase
Course
CCXP
Institution
CCXP
CCXP Questions And Answers With Verified Solutions
Frame Markets by Jobs to be Done ANS Markets should be defined by the needs of customers, not product or industry. Human-centered lens. "Jobs to be done" - Feel safe (has newborn baby), Look to project success (hoping for promotion). What is the ...
CCXP Questions And Answers With Verified Solutions
Frame Markets by Jobs to be Done ANS Markets should be defined by the needs of customers,
not product or industry. Human-centered lens. "Jobs to be done" - Feel safe (has newborn baby),
Look to project success (hoping for promotion). What is the reason for the purchase?
Personas should emphasize expectations ANS Implicit expectation - set by culture, industry.
Explicit - set by marketing
Perceived Value = Experience / Expectations ANS Increase in Customer Experience = Increase in
Value
Stages Before Touchpoints ANS Start with the broad phases of the journey. Use whatever data
you have available to you and consider involving customers in the exercise.
Always Prioritize ANS Prioritization Matrix - Importance to Customer on one side. Importance
to Business on the OTher. Can also use Conjoint, Regression, Pareto charts or asset classes to
prioritize.
By focusing too heavily on touchpoints, it's easy to slip into looking at the operational aspects of the
company and not what the customer is thinking, doing, and feeling.
Front-Line Employees have valuable insights ANS Moment of Truth - Moments in which there is
an opportunity for an org to make a difference when interacting with a customer.
Voice of the Employee - insights about the CX gathered from employees.
Reliability Matters More than Wow Moments ANS 30% Revenue Gain to be had if reliability is
prioritized over "wow" moments.
Experiences should be reliably consistent
, Ounce of Prevention is Worth a Pound of Cure ANS True CX transformation happens when the
org is able to focus on preventing issue occurrence or re-occurrence. In terms of services, this means
doing it right the first time. Tools and quality approaches such as Lean and Six Sigma can help with
process mapping and improvement.
It's All About the Benjamins ANS CX always leads back to the bank balance. When a CX
professional wants to persuade their CEO to fund a CX program, they must be able to show that CX
will be healthy for the balance sheets.
Tie CX metrics to existing business metrics, so there is a clear case that improving CX leads to
improved revenue.
Align the Silos ANS Meet 1 on 1 with other leaders across the org as part of a culture assessment
to assess where the land lies. Without strong ambassadors, it will be impossible to operationalize the
program.
Frame the problem as a shared problem.
Culture is Nurtured, Not Mandated ANS Hire employees who have a natural affinity for
customers
Create the appropriate environment so that new and existing employees are set to deliver great CX
Share customer stories across the org
Create an Operational Code of Conduct - Customer Room
Management must lead by example
Culture + Governance = Execution ANS Good governance practices include:
- Closing the loop w/ negative feedback
- Not asking a ? w/o ensuring that question has an owner who will be responsible for taking action
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller Labtech. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $11.99. You're not tied to anything after your purchase.
