15 Questions
What is the biggest threat to any business according to the text?
Not being customer-centric
Which of the following is NOT a building block of customer experience as mentioned in the text?
Promotional campaigns
What serves a purpose in the array of individual contacts across the customer journey?
Information gathering
Which company is used as an example in the text where not managing customer experience proved fatal for their business?
Blockbuster
What does the text identify as the disruptor, rather than technology?
Customer-centricity
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?
Interaction points
In what way can in-class exercises be integrated into the group project?
Through a final presentation
How much does class participation contribute to the overall grade?
20%
What percentage of the course grade is dedicated to the group project?
40%
What defines the set of distinctive attributes reflecting the nature of customer responses and reactions to interactions with a brand/firm?
Qualities
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?
Block 2: Context
What does the 'Timeflow' dimension refer to in the context of customer experience?
The momentary, extended, or mixed duration of experiences
What element influences CX by considering factors like social norms and group culture?
Social
Which dimension under 'Qualities' reflects the level of customers' activity or effort during interactions with a brand/firm?
Participation
What does 'Ordinariness vs. newness' represent within the context of customer responses?
The balance between familiar and novel interactions
Explore the different stages (pre-, during, post-purchase) and natures (human employees/customers, digital self-service technologies/websites, physical store/outlet) affecting customer experience. Learn about the unique nature of CX for each customer based on resources available at a given time and individual transient personal states.
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