17. This is often the first dimension of the customer experience addressed by en

Question

17. This is often the first dimension of the customer experience addressed by enterprises trying to become more customer-centric a. Physical b. Behavioral c. Logical d. Intellectual 18. To best leverage information about a customer's needs, the next step after accumulating information about the customer is: a. b. c. d. differentiating the customer by value organizing and analyzing the information distributing the information to all employees who directly interact with the customer creating a customer portfolio 19. Using Legos as an example, which of the following would be a product benefit? a. b. c. d. Recognizable make-believe situations Colorful, unusual shapes that easily interlock Toys that incorporate familiar characters Toys in fantasy configurations 20. Which of the following industries would have the most difficulty differentiating customers by needs? a. Toy stores b. Restaurants c. Consulting d. Software designers

Explanation / Answer

1. C. Logical

The reasoning for this is that for a business to understand the value of their customer, their needs as well as their requirement. They need to be able to understand their own services and products which are a part of their logical chain, in order to completely understand their customer. Therefore, since the logical component takes into account their business itself, logical appears to be the best choice.

2. B. organizing and analyzing the information

The reasoning for this is that when a company has enough data gathered, in order to make sense of that data, it first needs to be differentiated into groups of useful connection and then analyzed in order to determine their value to the requirement we have for the process. Therefore, we can say that organizing and analyzing is much more important than creating a customer portfolio (at this point in the process chain), differentiating the customer by value and by giving the information to the representatives.

3. A. Recognizable make believe situations.

The reasoning for this is that the legos allow people to essentially utilize their own reasoning, thinking, expressions as well as situational analysis to allow them to be able to essentially build anything possible.

4. A. Toy stores

The reasoning for this is that while it would be easier to categorize the needs of the adult user, for children, ity becomes increasingly hard to be able to make an estimate of what they require and what they want at that particular moment and even that keeps on changing at a rapid pace. This uncertainty does not allow the business to be able to categorize their inventory or products based on the needs.

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