satisfaction guaranteed develop customer loyalty online weekly challenge 1
1. Which of the following are ways to build trust in customers? Select all that apply.
- Have email-only customer service.
- Provide quality products that meet customer needs.
- Limit the return policy options.
- Pledge to not sell customer email addresses.
2. Which of the following ways to create a sense of community include customers uploading photos, writing product reviews, or being active on forums?
- Create user-generated content.
- Share the brand story.
- Engage on social media.
- Demonstrate company values.
3. As a digital marketer, you are creating a rewards program. Your program allows customers to graduate to a new status level based on the amount of money spent. What type of rewards program are you using?
- Spend-based model
- Subscription model
- Points model
- Tier-based model
4. What is an example of creating a community within the rewards program customers?
- Provide incentives based on shopping habits.
- Increase the discount on the rewards program.
- Begin an email with the recipient’s name.
- Create a virtual event for rewards members only.
5. Fill in the blank: _____ is displaying ads to previous visitors that contain the products or services they already viewed on your website.
- Dynamic advertising
- Dynamic remarketing
- Impression advertising
- Impression remarketing
6. Which of the following are reasons to send post-purchase emails? Select all that apply.
- Increases brand loyalty and advocacy
- Boosts traffic to a brand’s online store
- Builds relationships with customers
- Encourages customers to purchase items left in their cart
7. As a digital marketer, you are trying to receive accurate data by not asking questions such as “You like our website, right?” This represents which tip for creating customer survey questions?
- Keep questions short and simple.
- Avoid asking leading questions.
- Have respectful and inclusive questions.
- Use questions with your brand’s tone of voice.
8. What are examples of pre-purchase questions? Select all that apply
- Who are you shopping for?
- Do you anticipate purchasing from us again in the future?
- Which of our products or categories are you most interested in?
- What is one thing we can improve about our website experience?
9. Which of the following is true regarding customer service channels?
- Live chat is designed for smaller businesses with less resources.
- Chatbots are equipped to handle complex interactions.
- It is best to offer customer support through one channel.
- It’s best for businesses to clearly state their email response time.
10. Which type of survey is a single question that asks respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague?
- Usability survey
- Pre-purchase survey
- Net Promoter ScoreⓇ (NPS) survey
- Customer satisfaction (CSAT) survey
11. As a digital marketer, you create an option for customers to easily set up an ongoing delivery of your products. What strategy are you using to make it easy for customers to stay connected?
- Free shipping
- Subscription service
- Easy returns
- One-day delivery service
12. Beginning an email with the recipient's name and providing incentives based on shopping habits are examples of what way to make a loyalty program successful?
- Create a community within the loyalty program
- Market the program to new customers
- Personalize the loyalty program experience
- Make the rewards program more attainable and desirable
13. As a digital marketer, you notice that customers often visit an e-commerce website but do not complete a purchase. How can dynamic remarketing with Google Ads help you re-engage these customers?
- By displaying ads that include limited stock notifications
- By displaying ads that include products that the customer has already viewed
- By displaying ads that recommend a random mix of products to the customer
- By displaying ads that include products the company would like to promote
14. Sending post-purchase emails helps ease the feeling of what among online customers?
- Buyer’s remorse
- Seller’s excitement
- Buyers excitement
- Seller’s remorse
15. As a digital marketer, you pace your communication with customers as part of an effective post-purchase communication strategy. How can you pace your communication?
- Wait an appropriate amount of time before emailing customers to prevent them from being overwhelmed by the business.
- Quickly offer discounts or free gifts via email to encourage customers to return to the business.
- Send several emails to customers regularly so that they remember the business and return for a purchase.
- Personalize the experience and greet customers by their names instead of referring to them as “customer.”
16. Which of the following questions should you use to reflect on your survey after completing it? Select all that apply.
- Does this question make an assumption about my customer?
- Does this question ask too much personal information?
- Should this question be more complex?
- Is the wording used in the question simple and easy to understand?
17. Which page on your website is likely to save you time, build trust between your brand and customers, and bring in new traffic to your website?
- Contact page
- Frequently asked questions (FAQ) page
- About us page
- Terms and conditions page
18. A marketer creates a customer satisfaction (CSAT) survey and sends it to a large database of customers. What information did they gather from the CSAT survey?
- How satisfied customers are with the website
- How loyal customers are to the business
- How satisfied customers are with the business’s products or services
- How willing customers are to refer the business to friends
19. As an e-commerce marketer, you know that customer loyalty is necessary to build a brand. Which of the following will help you build customer trust and ultimately gain their loyalty?
- Offer useful products with a quality guarantee
- Maintain email-only customer service
- Limit the return policy options
- Share customer information with relevant businesses
20. An e-commerce marketer builds customer loyalty to a brand by creating a sense of community online. They encourage customers to share their experiences with the brand. What actions can the marketer encourage customers to take as part of the brand community? Select all that apply.
- Sign up for a subscription service
- Write a product review
- Join a forum
- Upload photos to social media
21. As a digital marketer, you use a subscription program to incentivize customers. What could this subscription model require customers to do?
- Make a recurring or annual payment
- Reach a specific spending goal
- Spend money to reach a higher tier
- Spend money to gain points
22. To create an effective e-commerce rewards program, businesses should consider how they can create a community within their customer base. Which of the following helps with community building?
- Share an infographic about the business
- Begin an email with the recipient’s name
- Use exciting copy on the shop page
- Create a members-only virtual event
23. As a digital marketer, you aim to remove any sense of regret customers may experience after making a purchase. What follow-up method can help ease these negative feelings? Select all that apply.
- Send customer satisfaction surveys that let customers rate products using a type of scale system
- Send multiple emails to remind customers how successful the business is and that they should be happy with their purchase
- Send “thank you” emails that provide a short and friendly follow-up that shows your appreciation to customers
- Send “Hurry” emails that provide a follow-up promotion and asks when they will make their next purchase
24. As a digital marketer, you use surveys to help understand customer needs and interests. Which of the following tips should you consider when creating survey questions?
- Complex answer options perform better.
- Remember to use the brand’s tone of voice.
- Freely ask for personal and sensitive information.
- Leading questions gather more information than open-ended questions.
25. Which type of survey measures a customer’s satisfaction with products or services?
- Usability survey
- Buyer persona survey
- Pre-purchase survey
- Customer satisfaction (CSAT) survey
26. An e-commerce marketer builds customer loyalty by sending an email about the company’s environmentally friendly approach to their products. What strategy for building community are they using?
- Offer customers a subscription
- Demonstrate company values
- Share about the team
- Create user-generated content
27. As a digital marketer, you offer a tier-based rewards program to encourage customers to purchase from a brand. What incentive could you use for a tier-based rewards program?
- “Free shipping on all purchases over $200”
- “Reach silver status if you spend over $150”
- “Same-day delivery when you pay the annual fee”
- “Earn one point for every dollar you spend”
28. As a digital marketer, you create a rewards program that allows customers to sign up for a virtual club after making a purchase. Why do you use this rewards program tactic to increase customer loyalty?
- It allows customers to join a community of people with similar interests.
- It encourages customers to reach a specific spending goal.
- It gives customers access to members-only customer service support.
- It offers customers a discount based on their shopping habits.
29. A digital marketer learns that many customers are familiar with a business and have considered buying its products. However, they have not made a purchase. Why would the marketer use dynamic remarketing to reach these customers?
- It provides a detailed description of the business’s products compared to competitors.
- It increases the price of products when displaying the ads to customers.
- It encourages customers to return to the store and complete their purchase.
- It helps sell low-performing products faster.
30. Fill in the blank: Businesses send _____ to prompt customers to make a repeat purchase when the items they previously bought are limited.
- review request surveys
- customer satisfaction surveys
- replenishment emails
- “thank you” emails
31. As a digital marketer sending post-purchase emails, you are waiting an appropriate amount of time before sending emails to customers. This represents which tip for effective post-purchase communication?
- Pace your communication
- Offer incentives
- Strike a balance between promotional and engaging
- Personalize the experience
32. As an e-commerce marketer, you aim to build customer loyalty to a brand. You know that customers need to trust the brand to become loyal and make repeat purchases. How can you build customer trust in the brand?
- Include a short time frame for returns and exchanges.
- Offer free shipping and returns.
- Share customers’ personal and financial information.
- Engage with customers via social media rather than email.
33. Which of the following statements regarding building loyalty in customers is true?
- Building loyalty is the third stage of the marketing funnel.
- Email providers typically recognize abandoned cart emails as spam.
- 12% of customers buy from brands who share their values.
- Writing product reviews and uploading videos are examples of user-generated content.
34. As a digital marketer, you are creating a rewards program. Your program has an incentive based on the amount paid during a single purchase. What type of rewards program are you using?
- Spend-based model
- Tier-based model
- Points model
- Subscription model
35. What are ways to make a rewards program more personalized? Select two.
- Begin an email with the recipient’s name
- Provide incentives based on shopping habits
- Create a virtual event for rewards members
- Automatically enroll customers in the program
36. What is the marketing term for displaying ads that contain the products or services that previous customers already viewed on your website?
- Impression advertising
- Dynamic advertising
- Dynamic remarketing
- Impression remarketing
37. A digital marketer creates questions for a customer survey. What can they ask themself to ensure the questions effectively gather customer information?
- How can I write this question in simple, easy-to-understand language?
- How can I structure this question to assume something about the customer?
- How can I include more steps for the customer to complete?
- How can I ask the customer for more sensitive information?
38. As a digital marketer, you manage customer expectations about how soon they will receive a response from a business. Which of the following ways could you use to manage expectations?
- Use a single social media channel to communicate all customer service-related updates
- Send an email informing customers that response time varies depending on a query’s importance
- State the expected response time in the Contact Us section of the website
- Add a disclaimer to the website footer to communicate that a delay in response time is likely
39. A marketer uses a survey to determine how loyal customers are to the business. They use a single question that asks respondents to rate the likelihood that they would recommend the product or service to a friend or colleague. What type of survey did they use?
- Pre-purchase survey
- Net Promoter ScoreⓇ (NPS) survey
- Customer satisfaction (CSAT) survey
- Usability survey
40. As a digital marketer, you are creating a rewards program. Your program allows customers to make a recurring payment in order to receive an exclusive incentive. What type of rewards program are you using?
- Tier-based model
- Points model
- Spend-based model
- Subscription model
41. What are examples of post-purchase questions? Select all that apply.
- Which of our products or categories are you most interested in?
- Who are you shopping for?
- Do you anticipate purchasing from us again in the future?
- What is one thing we can improve about our website experience?
42. How does a frequently asked questions (FAQs) page on a company’s website help build customer trust?
- It indicates the company is successful because it ranks high on Google search results pages.
- It demonstrates the company has considered common customer scenarios and concerns.
- It allows customers to share concerns in real time with a company representative.
- It shares a contact form on the website that customers can use to ask for support.
43. A marketer creates a usability survey for an e-commerce store. What information do they plan to gather from the survey responses?
- Whether customers are satisfied and impressed with the competitor’s products or services
- Whether customers are satisfied with the website and if they experienced any obstacles while shopping
- Whether customers will refer the business to their friends and family and if they are loyal to the brand
- Whether customers are willing to engage with the brand and share their views on social media
44. Which of the following are ways to build trust in customers? Select all that apply.
- Limit the return policy options.
- Place a financial trust badge on the checkout page.
- Share a customer’s email address with another company.
- Have easily accessible customer service representatives.
45. Which of the following are examples of post-purchase emails to send? Select all that apply.
- Abandoned cart emails
- Review request emails
- Replenishment emails
- Customer satisfaction survey emails
46. As a digital marketer, you are framing questions that do not encourage a customer to answer a certain way. This represents which tip for creating customer survey questions?
- Avoid asking leading questions
- Keep questions short and simple
- Have respectful and inclusive questions
- Use questions with your brand’s tone of voice
47. A marketer uses a survey to determine how satisfied customers are with their website. They also identify if customers experienced any problems along their shopping journey. What type of survey did they use?
- Usability survey
- Net Promoter ScoreⓇ (NPS) survey
- Pre-purchase survey
- Competitor analysis survey
48. As a digital marketer, you are setting up advertising that displays ads to previous visitors that contain products or services they already viewed on your website. What is this marketing strategy?
- Dynamic advertising
- Impression remarketing
- Impression advertising
- Dynamic remarketing
49. A digital marketer uses post-purchase communication to build relationships with existing customers. Why would they consider sending post-purchase emails to reach these customers?
- It increases the likelihood that customers experience buyer’s remorse
- It allows the business to charge more than its competitors
- It increases the amount customers will spend on their next purchase
- It helps customers feel like they made the right purchasing decision
50. As an e-commerce marketer, you gain customer loyalty by first building their trust. What can you do to build trust with your customers?
- Remove them from email lists after they make a purchase.
- Maintain a strict returns and exchanges policy.
- Keep their information confidential and secure.
- Share their information with relevant businesses.
51. As a digital marketer, you tailor your rewards program to each customer. Which of the following tactics can you use to help personalize the rewards program?
- Offer a small percentage off the next purchase
- Use the customer’s name when they reach a minimum order value
- Provide incentives based on the customer’s shopping habits
- Create a community with random members
52. As a digital marketer, you offer a spend-based rewards program to incentivize customers to purchase from a brand. What incentive could you use for a spend-based rewards program?
- “Earn one point for every dollar you spend”
- “Reach the gold tier if you spend above $200”
- “Same-day delivery when you pay the annual fee”
- “Free shipping on all purchases over $100”
53. As a digital marketer, you create a survey to understand customer needs and interests. You have learned that instead of asking leading questions, you should ask open-ended questions. Which of the following is an open-ended question you could ask?
- You are satisfied with our service, right?
- When will you buy from us again?
- How was your shopping experience with us?
- How many people have you recommended our business to?
54. A digital marketer creates a survey to determine who their customers are and what they are shopping for. They ask, “Which of our products are you most interested in?”. What type of question is this an example of?
- A brand advertising survey question
- An event promotional survey question
- A pre-purchase survey question
- A post-purchase survey question
55. What does a multi-channel customer service approach enable businesses to do?
- Refer customers to the FAQ page before taking further action
- Assist customers on the platform of their choice
- Save money and delay response times
- Use a single platform to deliver multiple services
56. A marketer creates a Net Promoter ScoreⓇ (NPS) survey and sends it to a business’s customers. What did they determine from the survey responses?
- How likely customers are to write a review
- How satisfied customers are with their prices
- How many customers subscribe to their newsletter
- How loyal customers are to the business