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

True or false? You could use an NPS survey to assess overall sentiment of your employees.

True False The correct answer is: True.

Fill in the blank: The primary goal of a customer journey map is to ______.

understand the process from becoming a prospect to a customer ensure your customers continue to buy from you know the location of your customers build empathy The correct answer is: build empathy.

Scenario: Your boss wants to assess how customers feel after a technician visited their home. Which survey should your boss use?

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