Objective 1.1 Understand the concept of the customer journey

Question 1

A ______ ________ is the complete end-to-end experience customers have with one or more
service providers and/or their products through the touchpoints and service interactions

Answer 1

Customer Journey

Question 2

How you deliver a service is as important as ____ ___ ____

Answer 2

what you deliver

Question 3

What must you do to understand the overall experience?

Answer 3

take the journey yourself

Question 4

When can you maximize stakeholder value through co-creation and focus on experience, not just on outcomes?

Answer 4

When you understand the customer journey

Question 5

Customer journeys relies on ____ or ____ value streams

Answer 5

One, More

Question 6

One value stream typically supports ___ customer journeys

Answer 6

Multiple

Question 7

The sum of the functional and emotional interactions with a service and service provider as perceived by a customer

Answer 7

Customer Experience (CX)

Question 8

The sum of the functional and emotional interactions with a service and service provider as perceived by a user

Answer 8

User Experience (UX)

Question 9

Customer (and user) journey affects the ____/_____

Answer 9

Customer/User Experience

Question 10

What the seven stages for a customer journey?

Answer 10

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

Question 11

Which benefits of mastering the customer journey for the service consumer is achieved by gaining optimal service value and experience?

Answer 11

Facilitate Outcome

Question 12

Which benefits of mastering the customer journey for the service consumer is achieved by getting what you need, not just what you asked for?

Answer 12

Facilitate Outcome

Question 13

Which benefits of mastering the customer journey for the service consumer is achieved by ensuring key business risks are identified and addressed

Answer 13

Optimize risk and compliance

Question 14

Which benefits of mastering the customer journey for the service consumer is achieved by working together to optimize use of resources through the whole service lifecycle?

Answer 14

Reduce cost and optimize resources

Question 15

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

Answer 15

A touchpoint

Question 16

is a value co-creating reciprocal action between a service provider

Answer 16

A service interaction

Question 17

Basic reasons causing a stakeholder to begin the journey

Defines the outcomes that are relevant to the stakeholder

Answer 17

Needs

Question 18

Less definitive than needs but are things the stakeholder would prefer to have or would
improve their experiences

Answer 18

Wants

Question 19

The preconceived notions, positive or negative, that stakeholders have about the experience

Answer 19

Stereotypes

Question 20

What are keys to understanding and mastering the emotional aspect of the journey?

Answer 20

Emotional intelligence and behaviour psychology

Question 21

is a specific, discrete experience in a service consumer lifecycle

Answer 21

A journey

Question 22

You must understand every _______, but also understand the entire ______ journey

Answer 22

end-to-end

Question 23

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

Answer 23

A persona

Question 24

are short stories about personas trying to achieve their goals by using the service or product in their contexts

Answer 24

Scenarios

Question 25

To gain a better understanding of the customer experience, when should run customer feedback
surveys?

Answer 25

at major touchpoints

Question 26

Which concept can be applied to the service consumer

Answer 26

Johari window

Question 27

We based our judgment on events that are most available in our memory

Answer 27

Availability bias

Question 28

Pain of giving up something is greater than the utility associated with
obtaining it

Answer 28

Loss aversion

Question 29

We do not seem to perceive experience as a whole, but the average of
how it was at its peak

Answer 29

peak-end-bias

Question 30

An explanation of someone’s understanding of how something works in the
surrounding world

Answer 30

Mental model

Question 31

A set of values that is shared by a group or people, including expectations about
how people should behave and their ideas, beliefs, and practices

Answer 31

Culture