18 Questions
What does customer focus mean?
Fostering a company culture dedicated to enhancing customer satisfaction
How many companies believe they deliver 'super experiences' according to the text?
80 percent
In what way can customer focus be improved?
By deepening the understanding of what customer focus means
Which team should be solely responsible for ensuring customer focus, according to the text?
Customer support team
Why is customer focus important in today's business environment?
To deepen understanding of what customers need and build strong relationships
What percentage of customers agree that companies deliver 'super experiences'?
8 percent
According to the passage, what is the primary focus of the workforce focus category in the Baldrige Award?
Ensuring the workforce is effectively utilized and developed to fulfill their potential and create a TQM product/service
What does the passage say about leadership skills?
Leadership skills are a combination of different personality traits and communication abilities.
According to the passage, what is the primary purpose of the workforce environment in TQM?
To encourage the need for employee fulfillment in their jobs.
What does the passage say about the different factors that can be encompassed by the workforce environment?
The workforce environment can include the structure of work, the physical environment, and services and rights available to employees.
According to the passage, what is the primary purpose of the workforce focus category in the Baldrige Award?
All of the above.
What does the passage say about the relationship between leadership skills and workplace success?
Leadership skills are a combination of personality traits and communication abilities that are useful for anyone to learn and practice over time.
Which of the following is NOT a component of Customer Focus according to the text?
The quality of their customer service representatives
Why is Customer Focus considered the foundation for customer loyalty?
It's the company's promise to put customers first
Approximately what percentage of customers would switch to a competitor after just one bad experience?
50%
What is the purpose of becoming a customer-focused organization according to the passage?
To help ensure customers leave feeling good about the brand
Which of the following is NOT listed as a tip for building an effective customer focus strategy?
Offer discounts and promotions frequently
According to the passage, what does becoming a customer-focused company involve?
Learning from customers and using insights to improve
Test your knowledge on the importance of customer focus in today's competitive market. Explore the gap between companies' perception of delivering great customer experiences and customers' actual satisfaction levels.
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