Practice 200 - PM: Customer Experience

This assessment covers the necessary knowledge to effectively prove competency in Nielsen Greater China's 200 level practices

Assessment

Customer Experience - PM - True or False?

  • Each customer experience will affect brand impression, which makes influence on customer expectation
  • Customer satisfaction is the continuous state gradually accumulated from all previous touch point experience
  • Customer experience is produced from the interaction with enterprise on each touch point

What is the focus of customer relationship strength survey?

  • Recent experience of the transaction
  • Strength of the relationship between organization and customers
  • High frequency; real time ; technology is critical
  • KPI’s for senior stakeholders; links to business outcomes

What is the focus of touch point survey?

  • Recent experience of the transaction
  • Strength of the relationship between organization and customers
  • High frequency; real time ; technology is critical
  • Quality of experience of a specific transaction
  • KPI’s for senior stakeholders; links to business outcomes
  • Quality of experience of a specific transaction

What key modules do we have in Nielsen CE management system?

  • Understand customer expectation
  • Measure customer satisfaction
  • Monitor touch point experience
  • Improve customer experience
  • All of the above