1.What best predicts customer satisfaction, say with a shopping trip or an airline journey? (select only one)
1 point
The evaluation of the most positive experience (i.e., the peak)
The average evaluation of the experience at each touchpoint
The weighted average (by touchpoint importance) of the experience at each touchpoint
2.True or False? So-called big data from online shopping and store cards (e.g., Tesco Club Card) promotes an experience focus within organisations.
1 point
False
True
3.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.
1 point
True
False
4.Which best describes the external focus of an organisation with an experience offering? (select only one)
1 point
Consumers
Public
Markets
Customers
5.Which were examples in the videos used where the pricing provided a brand signature? (select all that apply)
1 point
Ironman
John Lewis
Samsung
The London Olympics
Pampers
Pret-a-Manger
6.Which best applies to the delivery of an experience offering? (select only one)
1 point
Serviced
Orchestrated
Sourced
Produced
Assembled
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