It is the process of creating a visual story of your customers’ interactions with your brand. This exercise helps businesses step into their customer’s shoes and see their business from the customer’s perspective. It allows you to gain insights into common customer pain points and how to improve those.

A customer journey map is a visual representation of the customer journey. It helps you tell the story of your customers’ experiences with your brand across all touchpoints. Whether your customers interact with you via social media, email, livechat or other channels, mapping the customer journey out visually helps ensure no customer slips through cracks. What are other similar terms of 'Customer Journey'?

Mapping the customer journey has a host of benefits such as:

Customer experience has rippling effects. People share their experiences with their friends. This is why customers are a great way of promoting your brand. The CEO of Amazon says, “If you do build a great experience, customers tell each other about that. Word of mouth is very powerful”. Who is the CEO of Amazon?

Which of the following is the correct order of the Customer Journey Cycle?

True or False:

Customer Experience can be improved if complaints are quickly resolved. According to the White House Office of Consumer Affairs, for every complaint received, 26 customers do not raise a complaint. CX can only be improved if the unheard complaints of these customers are resolved swiftly.

Lee Resource Inc. found that 95% of customers will do business with you again if you resolve complaints immediately. Thus, customers who didn’t complain will be additionally happy that an issue they faced has resolved itself.

To become eligible for nomination for the Annual CX Hero Award there are 4 criteria, which one is missing?

*Impact of CI/JDI Project to CX

*Operational Performance (PDP rating)

*CX Ambassador (implemented a CX activity)

Which one is the least benefit of providing Customer Experience?

Customer Experience impacts feelings and emotions and encompasses?

Which is NOT an example of E-Mail courtesy?

Which of the following metrics is the strongest predictor of customer satisfaction for phone interactions?

Which of the following should be avoided when mapping the customer journey?

This refers to the perception that customers have of an organization - one that is formed based on interactions across all touchpoints, people, and technology over time.

This is a good indicator of customer satisfaction. This indicates out of a score of 10 if a customer would recommend a business to other people. Those businesses with higher scores are likely to be more successful and give a better Customer Experience.