SECTION 4:7 TEST

1. According to Jeff Bezos, what should businesses focus on?
A) Being competitor-obsessed
B) Being customer-obsessed and working backwards from their needs
C) Prioritizing profit over customers
D) Reducing focus on customer experience

2. What did Steve Jobs believe was the key to developing great products?
A) Starting with technology and then considering customer experience
B) Starting with the customer experience and working back toward the technology
C) Focusing solely on competitor analysis
D) Avoiding customer feedback

3. How can young entrepreneurs develop a customer-centric mindset?
A) By focusing only on their own ideas
B) By actively seeking feedback and using it to improve products and services
C) By limiting communication with customers
D) By ignoring reviews and focusing on marketing

4. What was Tony Hsieh’s approach to building Zappos?
A) Delivering average service to reduce costs
B) Delivering happiness through exceptional customer service
C) Focusing solely on product development without customer input
D) Prioritizing fast growth over customer satisfaction

5. What is one benefit of going the extra mile to surprise and delight customers?
A) It reduces customer expectations
B) It creates memorable experiences and turns one-time buyers into loyal customers
C) It increases operational costs with no added benefits
D) It limits repeat business and customer loyalty

Answers:

1. B) Being customer-obsessed and working backwards from their needs
2. B) Starting with the customer experience and working back toward the technology
3. B) By actively seeking feedback and using it to improve products and services
4. B) Delivering happiness through exceptional customer service
5. B) It creates memorable experiences and turns one-time buyers into loyal customers