Fill in the blank: Companies use customer journey maps to build _______ for their customers.

In terms of a customer journey map, what does intended value refer to?

When customers expectations are exceeded The customers first experience When the customer feels confident they will get what they expect When the customer got what they expected The correct answer is: When the customer got what they expected.

Fill in the blank: A knowledge base is a ______.

blog about a product or service collection of articles about a product or service place where customers can contact a company’s support team collection of reviews about a product or service The correct answer is: collection of articles about a product or service.

Which survey asks the following question: How easy was it for you to handle your issue?

Customer effort score Net promoter score Customer satisfaction survey None of the above The correct answer is: Customer effort score.