which of the following are ways to build trust in customers

COURSE 7 – Satisfaction Guaranteed: Develop Customer Loyalty Online QUIZ ANSWERS

Week 1: Introduction to Satisfaction Guaranteed: Develop Customer Loyalty Online

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Complete Coursera Answers & Study Guide

Introduction to Satisfaction Guaranteed: Develop Customer Loyalty Online INTRODUCTION

The Coursera course Introduction to Satisfaction Guaranteed: Develop Customer Loyalty Online seeks to help participants understand the importance of customer loyalty in e-commerce. The course will explore different ways to build strong relationships with customers and teach students how to measure customer satisfaction. Additionally, the course will provide important tips on how best to retain customers using loyalty programs and dynamic remarketing, as well as tricks for successful post-purchase follow-ups.

This is an invaluable resource for entrepreneurs seeking long-term success in the online marketplace. By taking this Coursera course and following its teachings, any business can expand its customer base, increase its sales, and ultimately succeed in its endeavors.

Learning Objectives

  • Identify common strategies for building customer loyalty in e-commerce.
  • Understand how to successfully manage client relationships and measure satisfaction.
  • Use client relationship skills to communicate with customers.

TEST YOUR KNOWLEDGE: LOYALTY, REMARKETING, AND REWARDS

1. What are different ways to build trust and loyalty with customers? Select three.

  • Create quality customer service. (Correct)
  • Provide free shipping. (Correct)
  • Sell customers’ personal information.
  • Have a generous return policy. (Correct)

Correct: Free shipping may align with previous expectations the customer has about shipping costs. Other ways to build trust and loyalty are by having a generous return policy and creating quality customer service.

Offering returns can help build trust by removing the customer’s worries that the product might not meet their expectations. Other ways to build trust and loyalty are by providing free shipping and creating quality customer service.

Quality customer service is necessary before a customer makes a purchase and also after. Other ways to build trust and loyalty are having a generous return policy and providing free shipping.

2. What are ways to create a sense of community and belonging among customers? Select three.

  • Feature user-generated content. (Correct)
  • Share the story behind the brand. (Correct)
  • Offer a discount for recent customers.
  • Demonstrate how brand values align with customer values. (Correct)

Correct: Sharing the story behind the brand helps customers better understand why the products and services were created. Other ways to create a sense of community are to feature user-generated content and demonstrate how brand values align with customer values.

User generated content might involve customers writing product reviews, uploading photos or videos, or joining a forum.

Other ways to create a sense of community are to share the story behind the brand and demonstrate how brand values align with customer values. According to research, 77% of consumers buy from brands who share their values. Customers want to feel good about their purchase and aligning on values may create positive emotions. Other ways to create a sense of community are to feature user-generated content and share the story behind the brand.

3. What are different types of rewards programs? Select three.

  • Spend-based model (Correct)
  • Tier-based model (Correct)
  • Coupon model
  • Points model (Correct)

Correct: A spend-based model offers customer incentives based on an amount spent during a single purchase. Other rewards programs are the points model and tier-based model.

A tier-based model allows customers to graduate to new customer status levels based on the amount of money they spend over time. Other rewards programs are the points model and spend-based model.

A points model offers customers a point equivalent for a determined monetary value. The customer can redeem the points once they reach a certain number of points. Other rewards programs are the spend-based model and tier-based model.

4. Which of the following best describes dynamic remarketing?

  • Allows you to show ads to an audience with specific demographic traits
  • Allows you to show previous visitors ads that contain products or services they viewed on a website (Correct)
  • Allows you to show ads to previous website visitors.
  • Allows you to pay only when someone clicks on your ad

Correct: Dynamic remarketing helps you re-engage customers. You can also drive brand loyalty by displaying ads that feature a personalized message tailored to your audience.

5. What emails are sent to prompt customers to make a repeat purchase when the items they previously bought are about to run out?

  • Order emails
  • Replenishment emails (Correct)
  • Review request emails
  • “Thank you” emails

Correct: Replenishment emails are used to prompt customers to make a repeat purchase when the items they previously bought are about to run out. These emails are highly effective and encourage customers to be more inclined to make a purchase.

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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.

  • Share a customer’s email address with another company.
  • Have easily accessible customer service representatives. (Correct)
  • Limit the return policy options.               
  • Place a financial trust badge on the checkout page. (Correct)

2. 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?

  • One-day delivery service
  • Free shipping
  • Easy returns
  • Subscription service (Correct)

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?

  • Subscription model
  • Spend-based model
  • Points model
  • Tier-based model (Correct)

4. What are ways to make a rewards program more personalized? Select all that apply.

  • Provide incentives based on shopping habits. (Correct)  
  • Create a virtual event for rewards members.
  • Begin an email with the recipient’s name. (Correct)
  • Offer a rewards points bonus program.

5. 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 remarketing (Correct)
  • Dynamic advertising
  • Impression remarketing

6. Which of the following are examples of post-purchase emails to send? Select all that apply.

  • Review request emails (Correct)
  • Abandoned cart emails
  • Replenishment emails (Correct)
  • Customer satisfaction survey emails (Correct)

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?

  • Have respectful and inclusive questions.
  • Use questions with your brand’s tone of voice.
  • Avoid asking leading questions. (Correct)
  • Keep questions short and simple.

8. What are examples of pre-purchase questions? Select all that apply

  • Who are you shopping for? (Correct)
  • Do you anticipate purchasing from us again in the future?
  • What is one thing we can improve about our website experience?
  • Which of our products or categories are you most interested in? (Correct)

9. Providing customer service through social media platforms, online chat, email, and phone is an example of what?

  • Open-channel customer service
  • Multi-channel customer service (Correct)
  • Limited-channel customer support
  • Preferred-channel customer support

10. 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 (Correct)

11. Which of the following ways to create a sense of community include customers uploading photos, writing product reviews, or being active on forums?

  • Engage on social media.
  • Share the brand story.
  • Demonstrate company values.
  • Create user-generated content. (Correct)

12. 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?

  • Impression remarketing
  • Impression advertising
  • Dynamic remarketing (Correct)
  • Dynamic advertising

13. 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?

  • Offer incentives
  • Pace your communication (Correct)
  • Personalize the experience
  • Strike a balance between promotional and engaging

14. What are examples of post-purchase questions? Select all that apply.

  • Who are you shopping for?
  • Do you anticipate purchasing from us again in the future? (Correct)
  • What is one thing we can improve about our website experience? (Correct)
  • Which of our products or categories are you most interested in?

15. 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?

  • Subscription model
  • Spend-based model (Correct)
  • Points model
  • Tier-based model

16. 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?

  • Make the rewards program more attainable and desirable.
  • Personalize the loyalty program experience. (Correct)
  • Create a community within the loyalty program.
  • Market the program to new customers.

17. Which of the following are reasons to send post-purchase emails? Select all that apply.

  • Increases brand loyalty and advocacy (Correct)
  • Boosts traffic to a brand’s online store (Correct)
  • Encourages customers to purchase items left in their cart
  • Builds relationships with customers (Correct)

18. 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?

  • Have respectful and inclusive questions.
  • Use questions with your brand’s tone of voice.
  • Avoid asking leading questions. (Correct)
  • Keep questions short and simple.

19. Which of the following statements regarding building loyalty in customers is true?

  • Writing product reviews and uploading videos are examples of user-generated content. (CORRECT)
  • Email providers typically recognize abandoned cart emails as spam.
  • 12% of customers buy from brands who share their values.
  • Building loyalty is the third stage of the marketing funnel.

Correct: Correct

20. Which of the following questions should you use to reflect on your survey after completing it? Select all that apply.

  • Should this question be more complex?
  • Does this question ask too much personal information? (CORRECT)
  • Does this question make an assumption about my customer? (CORRECT)
  • Is the wording used in the question simple and easy to understand? (CORRECT)

Correct: Correct

Correct: Correct

Correct: Correct

21. 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?

  • Frequently asked questions (FAQ) page (CORRECT)
  • About us page
  • Terms and conditions page
  • Contact page

Correct: Correct

22. 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?

  • Customer satisfaction (CSAT) survey
  • Net Promoter ScoreⓇ (NPS) survey (CORRECT)
  • Usability survey
  • Pre-purchase survey

Correct: Correct

23.  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?

  • Spend-based model
  • Tier-based model
  • Subscription model (CORRECT)
  • Points model

Correct: Correct

24. What is an example of creating a community within the rewards program customers?

  • Begin an email with the recipient’s name.
  • Provide incentives based on shopping habits.
  • Create a virtual event for rewards members only. (CORRECT)
  • Increase the discount on the rewards program.

Correct: Correct

25.  Fill in the blank: _____ is displaying ads to previous visitors that contain the products or services they already viewed on your website. 

  • Impression remarketing
  • Dynamic advertising
  • Impression advertising
  • Dynamic remarketing (CORRECT)

Correct: Correct

26. 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?

  • Impression remarketing
  • Dynamic remarketing (CORRECT)
  • Impression advertising
  • Dynamic advertising

Correct: Correct

27. Sending post-purchase emails helps ease the feeling of what among online customers?

  • Buyer’s remorse (CORRECT)
  • Buyers excitement
  • Seller’s excitement
  • Seller’s remorse

Correct: Correct

Introduction to Satisfaction Guaranteed: Develop Customer Loyalty Online CONCLUSION

Loyalty is key in eCommerce, and there are many ways to build strong customer relationships. By understanding how to measure customer satisfaction, you can tailor your retention strategy to fit the needs of your business.

Offering loyalty programs, practicing dynamic remarketing, and implementing post-purchase follow-ups are all great techniques for retaining customers. By incorporating these strategies into your eCommerce plan, you can create a loyal customer base that will keep coming back for more. Join now in Coursera to learn more about building customer relationships in eCommerce.