Podcast
Questions and Answers
What is the biggest threat to any business according to the text?
What is the biggest threat to any business according to the text?
- Introducing new technology
- Relying solely on advertising
- Not being customer-centric (correct)
- Failing to launch new products
Which of the following is NOT a building block of customer experience as mentioned in the text?
Which of the following is NOT a building block of customer experience as mentioned in the text?
- Promotional campaigns (correct)
- Control
- Touchpoints
- Information gathering
What serves a purpose in the array of individual contacts across the customer journey?
What serves a purpose in the array of individual contacts across the customer journey?
- Relying solely on technology
- Having generic customer service
- Launching new products frequently
- Information gathering (correct)
Which company is used as an example in the text where not managing customer experience proved fatal for their business?
Which company is used as an example in the text where not managing customer experience proved fatal for their business?
What does the text identify as the disruptor, rather than technology?
What does the text identify as the disruptor, rather than technology?
Which term is used in the text to describe the contacts between a brand/firm and customers that serve a purpose across the customer journey?
Which term is used in the text to describe the contacts between a brand/firm and customers that serve a purpose across the customer journey?
In what way can in-class exercises be integrated into the group project?
In what way can in-class exercises be integrated into the group project?
How much does class participation contribute to the overall grade?
How much does class participation contribute to the overall grade?
What percentage of the course grade is dedicated to the group project?
What percentage of the course grade is dedicated to the group project?
What defines the set of distinctive attributes reflecting the nature of customer responses and reactions to interactions with a brand/firm?
What defines the set of distinctive attributes reflecting the nature of customer responses and reactions to interactions with a brand/firm?
Which block in the text discusses the resources a person can directly and indirectly draw on at a specific time, influencing the subjective nature of customer experience?
Which block in the text discusses the resources a person can directly and indirectly draw on at a specific time, influencing the subjective nature of customer experience?
What does the 'Timeflow' dimension refer to in the context of customer experience?
What does the 'Timeflow' dimension refer to in the context of customer experience?
What element influences CX by considering factors like social norms and group culture?
What element influences CX by considering factors like social norms and group culture?
Which dimension under 'Qualities' reflects the level of customers' activity or effort during interactions with a brand/firm?
Which dimension under 'Qualities' reflects the level of customers' activity or effort during interactions with a brand/firm?
What does 'Ordinariness vs. newness' represent within the context of customer responses?
What does 'Ordinariness vs. newness' represent within the context of customer responses?
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