C_SIGPM_2403 · Question #14
What does a good customer experience have an influence on? Note: There are 3 correct answers to this question.
The correct answer is A. Customer loyalty B. Brand status D. Customer service costs. A positive customer experience directly builds loyalty (A) - satisfied customers return and stay longer, reducing churn. It also elevates brand status (B) - customers associate quality experiences with brand prestige and spread that perception through word-of-mouth. It lowers…
Question
What does a good customer experience have an influence on? Note: There are 3 correct answers to this question.
Options
- ACustomer loyalty
- BBrand status
- CLegal compliance
- DCustomer service costs
- ECross & upselling
How the community answered
(44 responses)- A70% (31)
- C9% (4)
- E20% (9)
Explanation
A positive customer experience directly builds loyalty (A) - satisfied customers return and stay longer, reducing churn. It also elevates brand status (B) - customers associate quality experiences with brand prestige and spread that perception through word-of-mouth. It lowers customer service costs (D) - happy customers generate fewer complaints, returns, and escalations, reducing support overhead.
Why C and E are wrong: Legal compliance (C) is driven by regulation, not customer experience quality - a company can be fully compliant while delivering a terrible experience. Cross & upselling (E) is a sales technique that may benefit from a good experience, but good CX does not directly influence the act of cross/upselling itself - it's a consequence, not an outcome CX controls.
Memory tip: Think "LCD" without the E - Loyalty, Cost reduction, brand Distinction. If it sounds like a revenue tactic (upselling) or a legal obligation (compliance), it's not a direct outcome of CX.
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