- understand the process from becoming a prospect to a customer
- ensure your customers continue to buy from you
- know the location of your customers
- build empathy
The correct answer is:
- build empathy.
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Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.
Ease of completing a task Overall satisfaction vs. satisfaction at a particular moment Satisfaction at a particular moment vs. overall satisfaction Impact of a bug or outage The correct answer is: Ease of completing a task.
Which of the following is NOT an example of an advocacy action?
Writing a case study about a customer Paying your customer to leave you a good review regardless of their actual experience. Writing a blog post about a customer Asking a customer to write you a Yelp review The correct answer is: Paying your customer to leave you a good review regardless of their actual experience.
Your manager wants to know who your primary persona is. The best feedback survey to use is:
Net promoter score Custom feedback survey Customer effort score Customer satisfaction survey The correct answer is: Custom feedback survey.