The four key moments to keep in mind when customer journey mapping are: First impression, ___________, intended value, extended value

If you want to know what your customer thinks about their sales experience, which feedback survey should you use?

Customer effort score Customer satisfaction survey Net promoter score Customer advocacy score The correct answer is: Customer satisfaction survey.

Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.

Ease of completing a task Overall satisfaction vs. satisfaction at a particular moment Satisfaction at a particular moment vs. overall satisfaction Impact of a bug or outage The correct answer is: Ease of completing a task.

True or false? It’s best practice to match your knowledge base design with the design of your website.

True False The correct answer is: True.