What is the most important in establishing your CX Approach?

If CX and EX are prioritized in the organization, what is not likely a good result it could offer?

This is the standard that measure whether something was done:

What is key performance indicator to measure loyalty?

What is key performance indicator to measure if you achieve the expectation of your customer?

What is key performance indicator to measure how it would be easier to be your customer?

What approach should be use in handling VoC?

Based on Brad Cleveland, this is the top one method to get feedback.

Among the sources of getting feedback, this is the most unreliable.

During the Digital Age, this is the most common source in getting feedback.

In getting negative feedback, a CX practitioner should:

What is not part of the VoC strategy?

What are the common themes that you can get from VoC and VoE?

What is not likely to be considered when choosing a KPI?

When you are using a tactical approach, how you should respond to positive feedback?

What are the attitudes that are needed for a CX Leader to make the data gathered meaningful?

Customer experience is reactive while Customer Service is proactive.

Customer Service is sum of all the touchpoint customer have with your organization.

Customer Loyalty is the heart of every organization.

Customer service is transactional while customer experience is experiential.

If optimize, CX has a large impact in an organization specifically in absenteeism, commitment, and productivity.

Collaboration between HR and Marketing are need to be able to deploy the CX strategy.

Finesse Standard measure how something was done.

We should also give importance on the things that we cannot control.

Stay and Exit Interview are not so reliable sources of employee feedback.

eNPS measure how the employees are engage in the organization.

Taking the action is the way to close the loop of the complaint.

EX is for Heart Rate, CX is for Breathing, Overall Financial Performance is for Blood Pressure.

X Company aims to provide employee satisfaction at every moment of interaction with the firm and its products and services.

CX mindset is the top most important step to engage your employees.

NPS is called an ultimate question for it has only one question to the employee.

Customer Lifetime Value is the net profit contribution of the customer to the firm over time.

Importance of customer feedback should be emphasized in the survey form with a single sentence.

Alternative channels to contact the organization is not important as long as you are able to solve customer complaint.

Complaints (from 200 to 1000) that are not heard are equivalent to loss of customer from 40 to 200.

CX is both big and small.