WorksheetsUnit 2.1 to 2.2: Customer journey mapping
Total questions: 10
Worksheet time: 7mins
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
(a)
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 (a)
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 (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 (a)
