Week 1 – Introduction to satisfaction guaranteed: develop customer loyalty online

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


Shuffle Q/A 1

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

Devendra Kumar

Project Management Apprentice at Google

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