Fill in the blank: When creating a customer journey map, you should map out what your customer is ______ and ________.

You want to understand how your customer support team is performing. The best feedback survey to use is:

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

Which of the following is NOT a step when establishing listening posts?

Define your customer journey Align survey methods and goals Collect feedback Analyze feedback The correct answer is: Analyze feedback.

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.