MKT309m

You can speed up and simplify complex customer journeys by providing consumers with the right type of content at the right time. By using your website to communicate key benefits, capabilities, and differentiators about a product, what stage of the customer journey are you targeting?

Choose ONE of the following:

• Consideration

• Conversion

• Interest

• Awareness

You can use Digital at many points across the customer journey. Which of the following are common digital touchpoints you can use to guide consumers toward a sale?

Choose TWO of the following:

• Email

• In-store events

• Online chat

• Radio ads

Customer journey mapping is a critical component of setting a customer service strategy. Which stage of customer journey mapping involves determining the different types of customers that interact with you regularly, and how their journeys differ from one another?

• Customer steps

• Pain points and highlights

• Customer profile

• Timeline

There are a number of key stakeholders involved in the creation of a social customer service strategy. Which team is responsible for understanding the customer journey?

• Customer experience

• PR

• Social media

• Legal

Customer journey mapping is a critical component of setting a customer service strategy. Which stage of customer journey mapping involves determining the exact time it takes for a customer to complete a specific journey with you, and also assesses the ease and efficiency of that journey?

• Timeline

• Pain points and highlights

• Customer steps

• Customer profile

Customer journey maps can be ____________________ if they are not ________________ and exclude ______________

• Misleading; static; assumptions

• Helpful; static; assumptions

• Helpful; too general; assumptions

• Misleading; dynamic; context

 Why do you need to have multiple customer journey maps? (Pick all the answers you think are correct)

• So you can have a systematic approach to customer personification

• To understand the multiple journeys potential customers take

• To match different types of journeys to the same customer

• So you can match them to each of your important customer personas

Which one of these is NOT one of Halvosrud, et al's five phases for developing customer journey maps?

• Brainstorming

• Journey analysis

• Reporting and handover

• Customer recruitment and data collection

In customer journey mapping, which stage involves mapping out some of the friction points that exist and the key highlights in the journey?

• Pain points and highlights

• Timeline

• Customer steps

• Customer profile

 What is the most important stage in the customer's purchasing decision process?

• Identify the need or problem

• Search for information

•  Evaluate alternatives

•  Buying decision