What’s a good NPS score?

All of the following are reasons to collect feedback EXCEPT:

To save money To learn who your advocates are To understand what your customers think of you To know what to improve upon The correct answer is: To save money.

How often should you revisit your customer journey map to ensure it’s kept up to date?

Whenever you get an influx of new customers When your business practices change Quarterly Whenever you get negative feedback The correct answer is: When your business practices change.

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

expected value first value second impression extended impression The correct answer is: first value.