Satisfaction Guaranteed: Develop Customer Loyalty Online
Weekly challenge 1
1.
Question 1
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?
1 / 1 point
Engage with customers via social media rather than email.
Include a short time frame for returns and exchanges.
Offer free shipping and returns.
Share customers’ personal and financial information.
2.
Question 2
Which of the following statements regarding building loyalty in customers is true?
1 / 1 point
Email providers typically recognize abandoned cart emails as spam.
Writing product reviews and uploading videos are examples of user-generated content.
12% of customers buy from brands who share their values.
Building loyalty is the third stage of the marketing funnel.
3.
Question 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?
0 / 1 point
Tier-based model
Points model
Spend-based model
Subscription model
4.
Question 4
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?
1 / 1 point
It gives customers access to members-only customer service support.
It offers customers a discount based on their shopping habits.
It encourages customers to reach a specific spending goal.
It allows customers to join a community of people with similar interests.
5.
Question 5
As a digital marketer, you use dynamic remarketing to re-engage customers and increase their loyalty. What products might the Google Ads product recommendation engine include in the ads?
1 / 1 point
The best mix of products that are high-quality and low in stock
The best mix of products that are on sale this season
The best mix of similar products the customer might be interested in
The best mix of low-performing products the customer has not viewed before
6.
Question 6
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?
1 / 1 point
It helps customers feel like they made the right purchasing decision
It allows the business to charge more than its competitors
It increases the amount customers will spend on their next purchase
It increases the likelihood that customers experience buyer’s remorse
7.
Question 7
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?
1 / 1 point
Strike a balance between promotional and engaging
Pace your communication
Personalize the experience
Offer incentives
8.
Question 8
What are examples of post-purchase questions? Select all that apply.
0.5 / 1 point
Do you anticipate purchasing from us again in the future?
Which of our products or categories are you most interested in?
Who are you shopping for?
What is one thing we can improve about our website experience?
9.
Question 9
Which of the following is true regarding customer service channels?
1 / 1 point
It is best for businesses to clearly state their email response time.
Live chat is designed for smaller businesses with less resources.
It is best to offer customer support through one channel.
Chatbots are equipped to handle complex interactions.
10.
Question 10
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?
1 / 1 point
Customer satisfaction (CSAT) survey
Usability survey
Net Promoter ScoreⓇ (NPS) survey
Pre-purchase survey
Weekly challenge 2
1.
Question 1
What information can the marketer learn from email marketing analytics?
0 / 1 point
The number of visitors who clicked on a link that brought them to the brand’s website
The percentage of emails sent that could not be delivered to the recipient’s inbox
How much attention a brand receives on social media from email subscribers
How many people clicked on an email link and became a loyal customer
2.
Question 2
Which of the following metrics measures brand advocacy by using a survey to ask how loyal customers are to a company?
1 / 1 point
Customer lifetime value
Net promoter score
Key performance indicator
Brand advocacy
3.
Question 3
Which of the following are reasons why a well-established e-commerce store might track metrics over a longer period of time? Select all that apply.
1 / 1 point
Longer-lasting relationships with their customers
Fewer visitors and sales
Access to more data
Ability to focus more heavily on metrics that relate to customer loyalty
4.
Question 4
Which of the following does a business using Shopify have access to? Select all that apply.
1 / 1 point
Live view
Correct
Company-specific market research
Analytics reports
Correct
Overview dashboard
Correct
5.
Question 5
Which of the following metrics tracks the average amount of money a customer spends each time they complete a purchase?
1 / 1 point
Average order value
Customer lifetime value
Cart abandonment rate
Qualified traffic
6.
Question 6
Which of the following describes the relationship between average order value and customer lifetime value?
1 / 1 point
Average order value is the percentage of users who complete a desired action. Customer lifetime value tracks the average cost of acquiring a potential customer.
Average order value is the average revenue generated by customers over a certain period of time. Customer lifetime value tracks the average amount of money a customer spends each time they complete an order.
Average order value is the percentage of customers that a company retains over a certain period of time. Customer lifetime value is the average cost of acquiring a paying customer.
Average order value tracks the average amount of money a customer spends each time they complete an order. Customer lifetime value is the average revenue generated by customers over a certain period of time.
7.
Question 7
An e-commerce marketer plans to increase the number of website visitors who purchase from an online store. Their goal is to eliminate any barriers preventing customers from making a purchase. What is this process for increasing revenue known as?
1 / 1 point
Website optimization
A/B testing
Cross-selling
Conversion rate optimization
8.
Question 8
Which of the following are potential ways for a company to increase their average order value? Select all that apply.
1 / 1 point
Creating an order minimum for free shipping
Cross-selling
Overpromising
Upselling
9.
Question 9
Which of the following are benefits to a company using product analytics?
1 / 1 point
To avoid selling products that do not benefit the business or could harm their brand’s reputation
To evaluate the impact of marketing campaigns
To take advantage of customer referrals
To evaluate whether a product is successful
10.
Question 10
Which of the following are metrics a company might use to analyze product performance? Select all that apply.
0.5 / 1 point
Customer satisfaction rate
Product conversion rate
Return rate
Customer retention rate
Weekly challenge 3
1.
Question 1
Which of the following statements regarding how to present a portfolio is true?
1 / 1 point
Websites are typically faster to create than slideshow presentations.
Printed documents can be submitted to online resume portals.
There is one best form to present a portfolio.
You can create printed documents on Google Docs, Canva, or Adobe InDesign.
2.
Question 2
An applicant submits their resume as part of the hiring process. What is a resume?
1 / 1 point
A one to two-page document that presents an applicant’s background, skills, and accomplishments
A visual description of the projects an applicant completed in their career
An in-depth history of an applicant’s academic credentials and professional experience
Graphics, supporting material, and examples of an applicant’s professional history
3.
Question 3
Which of the following are sections commonly found in resumes? Select all that apply.
0.8 / 1 point
Education and training
Skills
Personal information
Experience
Demographics
4.
Question 4
A candidate is invited to attend a follow-up interview. What are some common characteristics of a follow-up interview?
1 / 1 point
A follow-up interview is usually in-depth, formal, and conducted over the phone by a recruiter.
A follow-up interview is usually fast-paced and casual, with one person interviewing the candidate.
A follow-up interview is usually a fast-paced meeting conducted over the phone or via video chat.
A follow-up interview is usually in-depth and formal, with additional team members attending.
5.
Question 5
As someone who is doing pre-interview research, you gather knowledge about the company and its products and services. Which task is involved with this pre-interview research step?
1 / 1 point
Read the job description in detail and reach out to someone who has worked in a similar role.
Visit the company’s website to learn more about their values, achievements, and company culture.
Get a family member or friend to help you practice for your interview by asking you questions.
Compare information from different online sources until you get a general idea of the most commonly asked questions.
6.
Question 6
Which of the following is true when building rapport with interviewers?
1 / 1 point
Allow the interviewer to ask all the questions.
Before the interview, get to know the interviewer by reviewing their social media pages and other non-work related online activities.
Learn about the company’s culture after the interview ends.
Share your interests and experiences while also being professional and respecting personal boundaries.
7.
Question 7
During an interview, you answer a question by saying, “I was asked to help plan and post two times a week to a social media platform. My goal was to reach more potential customers.” Which STAR method step does this dialogue represent?
0 / 1 point
Task
Action
Situation
Result
8.
Question 8
Which of the following is an example of showing excitement when delivering an elevator pitch?
1 / 1 point
“I have been a graphic designer for over two years. In my role, I create designs for social media posts, newsletters, and brochures.”
“I have strengthened my skills by exploring new responsibilities in social media management while overseeing several email campaigns.”
“I love working with a team and collaborating to create interesting concepts. Getting to know my colleagues and learning about their work inspires and motivates me.”
“I have been a social media coordinator for three years. I create social media content and maintain a consistent brand presence across social media platforms such as LinkedIn.”
9.
Question 9
When searching for a role, what aspects may be specific to e-commerce and not to digital marketing? Select all that apply.
1 / 1 point
Focuses on creating emails, social media posts, and videos to gain attention of potential customers
Focuses on rewards programs, Google Ads campaigns, and website maintenance
Focuses on marketing products and services on online platforms
Focuses on buying and selling products online using the internet
10.
Question 10
What work environment is for self-employed individuals that are not necessarily committed to a particular employer long-term?
1 / 1 point
Freelance
Internship
Agency
In-house
