DMI SOCIAL MEDIA MARKETING
A customer journey framework describes the various pathways within
the customer journey. From a CX perspective, it contains three key
elements.
Match each element of a customer journey framework to the correct
description. - ANSWERS-sequence: Charts the intentional order of steps
in the entire customer journey
linkage: Identifies how an action in one area can lead to change
elsewhere
controlled vocabulary: Analyzes whether language is used consistently
throughout the organization
Prior to a website redesign, your CXO has asked you to oversee the
creation of a customer experience map.
What is the purpose of a customer experience map?
Choose TWO of the following:
Provides a targeted look at a specific journey, usually for one goal and
one persona
,Represents the reality of the customer journey, including all issues the
customer experiences
Focuses on the highlights of the customer journey, and areas in which
your competitors excel
Gives a 'big picture' view of the whole customer experience across the
business - ANSWERS-Represents the reality of the customer journey,
including all issues the customer experiences
Gives a 'big picture' view of the whole customer experience across the
business
Before undertaking a social customer service strategy, it is important to
understand how social customer care differs from traditional customer
service, and how best to implement it.
What are the best practices to follow when engaging in social customer
service?
Choose TWO of the following:
Identify which social channels are dominant in your area of operation
Reduce the demands on your social team by focusing on a single social
platform
Efficiently use the same social channel to promote brand awareness and
carry out social customer service
,Have dedicated community pages on websites to handle customer care -
ANSWERS-Identify which social channels are dominant in your area of
operation
Have dedicated community pages on websites to handle customer care
Social networks are increasingly embedding commerce mechanisms
directly into social interactions. This represents a big advantage for
social customer services.
What are the benefits of including social commerce in your social
customer service strategy?
Choose TWO of the following:
Agents can map out friction points and key highlights in the customer
journey
Agents can apply social CRM techniques to large B2B deals
Agents can recommend products as part of a dialog with customers
Agents can identify if a product is under-servicing a customer and offer
them a more suitable package - ANSWERS-Agents can recommend
products as part of a dialog with customers
Agents can identify if a product is under-servicing a customer and offer
them a more suitable package
, One component of a social customer service strategy is that it sets out a
vision for the customer experience within a business.
What are some of the other key components of a successful social
customer service strategy?
Choose TWO of the following:
Ensures you are interacting with customers through a social channel that
is convenient for them
Uses the same social channel to promote new marketing initiatives and
carry out customer service
Avoids using chatbots, as they are seen as impersonal and inefficient in
social customer care
Is consistent with branding and keeps your communications succinct -
ANSWERS-Ensures you are interacting with customers through a social
channel that is convenient for them
Is consistent with branding and keeps your communications succinct
Your organization is in the final stages of rolling out its social customer
service plan. Before launch, your CXO asks you to advise on the best
practices for implementing it across all departments.
A customer journey framework describes the various pathways within
the customer journey. From a CX perspective, it contains three key
elements.
Match each element of a customer journey framework to the correct
description. - ANSWERS-sequence: Charts the intentional order of steps
in the entire customer journey
linkage: Identifies how an action in one area can lead to change
elsewhere
controlled vocabulary: Analyzes whether language is used consistently
throughout the organization
Prior to a website redesign, your CXO has asked you to oversee the
creation of a customer experience map.
What is the purpose of a customer experience map?
Choose TWO of the following:
Provides a targeted look at a specific journey, usually for one goal and
one persona
,Represents the reality of the customer journey, including all issues the
customer experiences
Focuses on the highlights of the customer journey, and areas in which
your competitors excel
Gives a 'big picture' view of the whole customer experience across the
business - ANSWERS-Represents the reality of the customer journey,
including all issues the customer experiences
Gives a 'big picture' view of the whole customer experience across the
business
Before undertaking a social customer service strategy, it is important to
understand how social customer care differs from traditional customer
service, and how best to implement it.
What are the best practices to follow when engaging in social customer
service?
Choose TWO of the following:
Identify which social channels are dominant in your area of operation
Reduce the demands on your social team by focusing on a single social
platform
Efficiently use the same social channel to promote brand awareness and
carry out social customer service
,Have dedicated community pages on websites to handle customer care -
ANSWERS-Identify which social channels are dominant in your area of
operation
Have dedicated community pages on websites to handle customer care
Social networks are increasingly embedding commerce mechanisms
directly into social interactions. This represents a big advantage for
social customer services.
What are the benefits of including social commerce in your social
customer service strategy?
Choose TWO of the following:
Agents can map out friction points and key highlights in the customer
journey
Agents can apply social CRM techniques to large B2B deals
Agents can recommend products as part of a dialog with customers
Agents can identify if a product is under-servicing a customer and offer
them a more suitable package - ANSWERS-Agents can recommend
products as part of a dialog with customers
Agents can identify if a product is under-servicing a customer and offer
them a more suitable package
, One component of a social customer service strategy is that it sets out a
vision for the customer experience within a business.
What are some of the other key components of a successful social
customer service strategy?
Choose TWO of the following:
Ensures you are interacting with customers through a social channel that
is convenient for them
Uses the same social channel to promote new marketing initiatives and
carry out customer service
Avoids using chatbots, as they are seen as impersonal and inefficient in
social customer care
Is consistent with branding and keeps your communications succinct -
ANSWERS-Ensures you are interacting with customers through a social
channel that is convenient for them
Is consistent with branding and keeps your communications succinct
Your organization is in the final stages of rolling out its social customer
service plan. Before launch, your CXO asks you to advise on the best
practices for implementing it across all departments.
