Explains why customer expectations and perceptions

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Reference no: EM132305036

1. A positive experience with a brand after purchase can create a loyalty loop.

True

False

2. Service blueprinting is:

A plan for improving customer service

A type of audit of the customer experience

A customer satisfaction survey

A measure of product reliability

3. Which of the following explains why customer expectations and perceptions of a purchase do not align?

The pricing is inappropriate for the product

The company does a poor job of of communicating what the customer should expect

The company has overpromised in its advertising

All of the above

4. What is the first step in the McKinsey framwork for addressing non-alignment between customer expectations and perceptions?

Anticipate customer needs and expectations

Fix the root causes of the misalignment

Identify/describe the nature of the journey from the customer point of view

Understand how customers navigate across touchpoints

5. The 5 Whys can be used for discovering the causes of nonalignment.

True

False

Reference no: EM132305036

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