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Chapter 1 Fill-in-the-Blanks<\/p>\n","overallFeedback":[{"from":0,"to":100}],"showSolutions":"Show solution","tryAgain":"Retry","checkAnswer":"Check","notFilledOut":"Please fill in all blanks to view solution","answerIsCorrect":"':ans' is correct","answerIsWrong":"':ans' is wrong","answeredCorrectly":"Answered correctly","answeredIncorrectly":"Answered incorrectly","solutionLabel":"Correct answer:","inputLabel":"Blank input @num of @total","inputHasTipLabel":"Tip available","tipLabel":"Tip","behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"autoCheck":false,"caseSensitive":false,"showSolutionsRequiresInput":true,"separateLines":false,"confirmCheckDialog":false,"confirmRetryDialog":false,"acceptSpellingErrors":false},"scoreBarLabel":"You got :num out of :total points","confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"questions":["

1. Companies create *personas* which are fictional customer types with real names and lifestyles to represent real target customer groups.<\/p>\n\n

2. A *customer centric\/customer-centric* company develops systems and services that provide positive customer experiences before, during, and after the sale.<\/p>\n\n

3. Whenever a customer interacts with the company, such as making a purchase, or reviewing the company website, the company refers to this type of interaction as a *touch point\/touch-point\/touchpoint*. <\/p>\n\n

4. When a customer visits a restaurant and has a great meal with excellent service, that customer will perceive the *customer experience\/experience* as a positive one.<\/p>\n\n

5. If the store is unclean or the products are difficult to find or the products are in disarray this could leave the customer with a negative *impression\/image\/perception* of the company.<\/p>\n\n

6. When a customer returns a product and the service representative is rude, annoyed, and unhelpful, the customer would say they received poor *customer service\/service*.<\/p>\n\n

7. When a company wishes to take and in-depth look at how customers interact with the company at all touch-points, from the first time the customer views the company website through to after the sale, the company will most likely diagram a *customer journey map\/journey map*.<\/p>\n\n

8. Customers want personalized experiences, such as coffee cups with their name written on them, or advertisements focused on their specific needs and desires. Companies who offer these experiences are able to differentiate their brands and create a *competitive advantage*. <\/p>\n\n

9. Eighty percent of shoppers use *mobile phones\/cell phones\/smart phones\/phones* in-store to check product reviews, compare prices or find other store locations.<\/p>\n\n

10. You may own an *Internet of Things\/IoT\/smart\/Smart* device, such as the Google Home voice device. Devices such as these are opening gateways for businesses to connect with customers in their own homes.<\/p>\n"],"a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again.","a11yCheckingModeHeader":"Checking mode","submitAnswer":"Submit"},"library":"H5P.Blanks 1.14","metadata":{"contentType":"Fill in the Blanks","license":"U","title":"Customer Centricity Fill in the Blanks"},"subContentId":"4e5852f2-3c3c-4874-924c-53f4c5b86594"}],"disableBackwardsNavigation":false,"randomQuestions":false,"endGame":{"showResultPage":true,"showSolutionButton":true,"showRetryButton":true,"noResultMessage":"Finished","message":"Your result:","overallFeedback":[{"from":0,"to":100}],"solutionButtonText":"Show solution","retryButtonText":"Retry","finishButtonText":"Finish","showAnimations":false,"skippable":false,"skipButtonText":"Skip video","scoreBarLabel":"You got @finals out of @totals points","submitButtonText":"Submit"},"override":{"checkButton":true},"texts":{"prevButton":"Previous question","nextButton":"Next question","finishButton":"Finish","textualProgress":"Question: @current of @total questions","jumpToQuestion":"Question %d of %total","questionLabel":"Question","readSpeakerProgress":"Question @current of @total","unansweredText":"Unanswered","answeredText":"Answered","currentQuestionText":"Current question","submitButton":"Submit","navigationLabel":"Questions"}}

Customer Centricity Fill-in-the-Blanks

Description

Ontario Commons License

Kerri Shields