(7) Drive Stakeholder Value (DSV)

Question 1

Customer Journey

Answer 1

The complete end-to-end experience customers have with one or more service providers and/or their products through the touchpoints and service interactions with those service providers.

Question 2

What are stages of Customer journey?

Answer 2

1. Explore
2. Engage
3. Offer
4. Agree
5. Onboard
6. Co-create
7. Realize

Question 3

Touchpoint

Answer 3

Any time a potential service consumer or service consumer comes in contact with the service provider and/or its products.

Question 4

Service Interaction

Answer 4

Value co-creating reciprocal action between a service provider and a service consumer.

Question 5

Personas

Answer 5

A fictional, yet realistic, description of a typical or target customer or user of a service or product.