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  1. 1. Personalized content emails referencing past interactions result in ______________ higher transaction rates?
    • Less than 10%

      INCORRECT. The correct answer is More than 25%. Referring to past transactions in the subject line not only has the benefit of providing information that has historically been of interest, but shows your customers you’re paying attention – a heady combination that results in 26% increase in unique open rates .
      Source: Experian, 2013.

    • About 15%

      INCORRECT. The correct answer is More than 25%. Referring to past transactions in the subject line not only has the benefit of providing information that has historically been of interest, but shows your customers you’re paying attention – a heady combination that results in 26% increase in unique open rates across all industries.
      Source: Experian, 2013.

    • About 20%

      INCORRECT. The correct answer is More than 25%. Referring to past transactions in the subject line not only has the benefit of providing information that has historically been of interest, but shows your customers you’re paying attention – a heady combination that results in 26% increase in unique open rates across all industries.
      Source: Experian, 2013.

    • More than 25%

      CORRECT! Referring to past transactions in the subject line not only has the benefit of providing information that has historically been of interest, but shows your customers you’re paying attention – a heady combination that results in 26% increase in unique open rates across all industries.
      Source: Experian, 2013.

  2. 2. What percentage of consumers report a stronger customer and company relationship as a result of customized content?
    • About one-quarter

      INCORRECT. The correct answer is About three-quarters. Customized content from previous interactions show the customer journey from its inception, showcasing shared history and providing a stronger customer/company bond for 78% of consumers.
      Source: Demand Metric, 2014.

    • About one-half

      INCORRECT. The correct answer is About three-quarters. Customized content from previous interactions show the customer journey from its inception, showcasing shared history and providing a stronger customer/company bond for 78% of consumers.
      Source: Demand Metric, 2014.

    • About one-half

      INCORRECT. The correct answer is About three-quarters. Customized content from previous interactions show the customer journey from its inception, showcasing shared history and providing a stronger customer/company bond for 78% of consumers.
      Source: Demand Metric, 2014.

    • About three-quarters

      CORRECT! Customized content created from previous interactions show the customer journey from its inception, showcasing the shared history and forging the perception of a customer/company bond for 78% of consumers.
      Source: Demand Metric, 2014.

  3. 3. What percentage of consumers have cut ties with a brand over a single negative customer service experience?
    • About one-quarter

      INCORRECT. The correct answer is Almost two-thirds. A survey of 1,000 consumers found that 65% would not do business again with a company due to a single bad customer service experience. Consumers have virtually limitless companies to choose from, and won’t waste their time on organizations they deem unworthy.
      Source: 2014 Parature State of Multichannel Customer Service Survey

    • About one-half

      INCORRECT. The correct answer is Almost two-thirds. A survey of 1,000 consumers found that 65% would not do business again with a company due to a single bad customer service experience. Consumers have virtually limitless companies to choose from, and won’t waste their time on organizations they deem unworthy.
      Source: 2014 Parature State of Multichannel Customer Service Survey

    • About two-quarters

      CORRECT! A survey of 1,000 consumers found that 65% would not do business again with a company due to a single bad customer service experience. With the global marketplace, consumers have virtually limitless companies to choose from, and won’t waste their time on organizations they deem unworthy.
      Source: 2014 Parature State of Multichannel Customer Service Survey

    • About three-quarters

      INCORRECT. The correct answer is Almost two-thirds. A survey of 1,000 consumers found that 65% would not do business again with a company due to a single bad customer service experience. Consumers have virtually limitless companies to choose from, and won’t waste their time on organizations they deem unworthy.
      Source: 2014 Parature State of Multichannel Customer Service Survey

  4. 4. The most frequently used channel for consumers seeking assistance is:
    • Live Chat

      INCORRECT. The correct answer is Phone. While 61% of consumers use phone interactions for customer service, mobile channels are also heavily represented, with high percentages of service through email (60%), live chat (57%), online knowledge base (51%) and click-to-call support automation (34%).
      Source: eConsultancy, 2013.

    • Phone Call

      CORRECT! 61% of consumers use phone interactions for customer service. Mobile channels are also heavily represented, with high percentages of service through email (60%), live chat (57%), online knowledge base (51%) and click-to-call support automation (34%).
      Source: eConsultancy, 2013.

    • Social Media

      INCORRECT. The correct answer is Phone. While 61% of consumers use phone interactions for customer service, mobile channels are also heavily represented, with high percentages of service through email (60%), live chat (57%), online knowledge base (51%) and click-to-call support automation (34%).
      Source: eConsultancy, 2013.

    • Email Messages

      INCORRECT. The correct answer is Phone. While 61% of consumers use phone interactions for customer service, mobile channels are also heavily represented, with high percentages of service through email (60%), live chat (57%), online knowledge base (51%) and click-to-call support automation (34%).
      Source: eConsultancy, 2013.

  5. 5. Companies providing a superior and seamless experience across customer journeys realized what business results?
    • 20% reduction in cost

      INCORRECT. The correct answer is All of the above. Companies need to focus on the whole journey, not individual interactions. In fact, measuring satisfaction over the course of a customer journey is a full 30% more predictive of overall customer satisfaction and loyalty than simply gauging happiness with one transaction.
      Source: McKinsey & Company, 2014.

    • 15% increase in revenue growth

      INCORRECT. The correct answer is All of the above. Companies need to focus on the whole journey, not individual interactions. In fact, measuring satisfaction over the course of a customer journey is a full 30% more predictive of overall customer satisfaction and loyalty than simply gauging happiness with one transaction.
      Source: McKinsey & Company, 2014.

    • 20% increase in customer satisfaction

      INCORRECT. The correct answer is All of the above. Companies need to focus on the whole journey, not individual interactions. In fact, measuring satisfaction over the course of a customer journey is a full 30% more predictive of overall customer satisfaction and loyalty than simply gauging happiness with one transaction.
      Source: McKinsey & Company, 2014.

    • All of the above

      CORRECT! To get the most from your CX investment, companies need to focus on the journey, not individual interactions. In fact, measuring satisfaction over the course of a customer journey is a full 30% more predictive of overall customer satisfaction and loyalty than simply gauging happiness with one transaction.
      Source: McKinsey & Company, 2014.

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