True or false? Knowledge base articles should be casual, personable, and anecdotal.

True or false? Your leadership team should be the ones to create the customer journey map.

True False The correct answer is: False.

You should include all of the following stages in your customer journey map EXCEPT:

First impression Delighted value First value Intended value The correct answer is: Delighted value.

An example of an extended value milestone is when a customer:

gets the outcome they expected renews their account gets more than they expected tells their network about your product or service The correct answer is: gets more than they expected.