Unit 2.1 to 2.2: Customer journey mapping

Which ONE of the following is an objective of customer journey map to create a shared understanding of the customer journey within an organisation?

• Enhancing customer loyalty

• Aligning internal teams

• Improving customer engagement

• Increasing customer retenion

Which of the following is NOT a benefit of customer journey mapping?

• Predict customer's behaviour

• Improve customer experience

• Cross Team collaboration

• Representative view

This customer journey map is most commonly used and are used to understand the way customers are interactimg with your business at the moment.

• Future state journey map

• Current state journey map

• Service blueprint

• Day in the life journey map

This journey is usually used to guide the development of new products or service. It is also used to se strategic goals for the company

It is adequate for an organisation to use one type of journey map to have a comprehensive understanding of their customers' experience

• True

• False

Service breakdowns occurs whenever the product or service delivered fails to meet ________________

Which of the following is a common service breakdown in retail services?

• Slow internet connections

• Accidents

• Software errors

• Pricing errors

Which of the following provides insights in areas of improvement or service gaps in the customer journey map?

• Touchpoints

• Painpoints

• Engagement points

The customer journey map is a _________________of the various stages that customers interact through their relationship form initial contact to final purchase with a company, brand or service.

The customer journey is also known as ______________