Module 2 Quiz
What best predicts customer satisfaction, say with a shopping trip or an airline journey? (select only one)
The weighted average (by touchpoint importance) of the experience at each touchpoint
The overall evaluation across all touchpoints (i.e., holistic assessment)
The average evaluation of the experience at each touchpoint
The evaluation of the most positive experience (i.e., the peak)
True or False? So-called big data from online shopping and store cards (e.g., Tesco Club Card) promotes an experience focus within organisations.
True or False? The net value of perceived points-of-difference between two brands is a good representation of brand differentiation in the minds of customers.
Which best describes the external focus of an organisation with an experience offering? (select only one)
Which were examples in the videos used where the pricing provided a brand signature? (select all that apply)
The London Olympics
Which best applies to the delivery of an experience offering? (select only one)