CX Exam - Michelle with 100% correct solutions 2024

customer experience correct answersQuality of relationship that a customer has with your organization (quality of interaction) Customer Experience Management (CEM) correct answersinfuses customer insights into every decision at every level of the organization CX can contribute by growing the top line or shrinking the cost of business correct answers1) increases customer retention and loyalty 2)increases customer lifetime value 3)decreases cost of acquisition 4)decreases cost to serve CX Programs correct answers1)strategic (research and analytical) 2)transnational (partial interaction) 3) digital CX Metrics correct answers1) NPS - likelihood to recommend 2) Customer Satisfaction (CSAT) - dissatisfied - satisfied 3)Customer Effort Score (CES) - Customers self-reported effort 4) Share of wallet - customers purchase behaviors Skip Logic correct answersmove respondents forward based off current question Display Logic correct answersUses conditions to show and hide questions Carry Forward correct answersBring all questions from one question to a later question Survey Preview correct answerswill show hidden questions Collecting Embedded Data correct answers- cannot add embedded data field after response collection - if data exists else where you can retroactively update response - doesn't apply to skip logic Query Strings correct answersAdds embedded data to the end of a web address - start with "?" use "&" afterwards Translating correct answers-if you translate a message the survey needs to be translated in those languages - Qualtrics default messages are translated automatically - survey results from multiple languages will come back into the same data set - adding embedded data for language is retroactive and can be