Below is the answer and explanation for fill in the blank: when creating a customer journey map, you should map out what your customer is and.
Fill in the blank: when creating a customer journey map, you should map out what your customer is and.
- Feeling and thinking.
- Doing and looking for.
- Doing and feeling. ✅
- Doing and planning to do.
Correct answer
Doing and feeling. ✅
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Source : Krcmic.com- customer journey
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- A help desk does all of the following EXCEPT:
- A service level agreement is a(n).
- According to the prioritization matrix, customer issues that are high impact and high cost should be prioritized:
- All of following are appropriate ways you can encourage folks to fill out your feedback surveys EXCEPT:
- All of the following are benefits of email support EXCEPT:
- All of the following are reasons to @ mention someone on a ticket record EXCEPT:
- All of the following are stages of troubleshooting EXCEPT:
- An example of a customer using self-service is when they:
- An example of an extended value milestone is when a customer:
- An example of an intended value milestone is when the customer expected to get her fridge fixed, ________.
- Fill in the blank: A knowledge base is a ______.
- Fill in the blank: Companies use customer journey maps to build _______ for their customers.
- Fill in the blank: Creating a customer journey map will help you identify the journey from customer to ______.
- Fill in the blank: Reach out to your ______ to ask them to complete advocacy actions.
- Fill in the blank: The primary goal of a customer journey map is to ______.
- Fill in the blank: When creating a customer journey map, you should map out what your customer is ______ and ________.
- Fill in the blank: When responding to a customer, you should use an email template to______.
- Fill in the blank: With HubSpot’s help desk, you can streamline and manage your intake within ______.
- Fill in the blank: With ticket ________, you are able to edit ticket properties according to which team owns the ticket.
- Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.
- How do you calculate NPS?
- How often should a customer effort score survey be used?
- How often should you edit your knowledge base articles?
- How often should you revisit your customer journey map to ensure it’s kept up to date?
- If you want to know what your customer thinks about their sales experience, which feedback survey should you use?
- In HubSpot, help desk is comprised of all of the following tools EXCEPT:
- In order to assess customer service agent performance, which of the following reports should you look at?
- In terms of a customer journey map, what does intended value refer to?
- In terms of customer support, what does triage mean?
- Intake is how you _____.
- Scenario: Your boss wants to assess how customers feel after a technician visited their home. Which survey should your boss use?
- The extended value stage is when you _______.
- The four key moments to keep in mind when customer journey mapping are: First impression, ___________, intended value, extended value
- The HubSpot knowledge base tool can do all of the following EXCEPT:
- True of false? You can edit the NPS question in HubSpot.
- True or false? A knowledge base is a type of self-service.
- True or false? A visitor can start a conversation with a chatbot, and then that chatbot can transfer the conversation to a human.
- True or false? Customer effort score is measured on a three-point scale.
- True or false? Customer journey maps are only useful for customer-facing individuals.
- True or false? Each team within your company should have their own customer journey map.
- True or false? Even if you have different products or services, you should try and keep them on the same customer journey map if the customer journey is similar.
- True or false? Experiencing lower ticket volume is a good indicator that your knowledge base is working well.
- True or false? It’s a best practice to send your NPS survey to customers monthly.
- True or false? It’s a good idea to write your knowledge base titles as questions.
- True or false? Knowledge base articles should be casual, personable, and anecdotal.
- True or false? Most people prefer using self-service compared to phone support.
- True or false? Regardless of how long it takes, you should respond to every single customer feedback survey you receive.
- True or false? The only way to move tickets to different stages is manually.
- True or false? Through ticket automation, you can move a ticket from one stage to another based on an email response.
- True or false? When setting up your Conversations email inbox, you should connect your personal email.
- True or false? You could use an NPS survey to assess overall sentiment of your employees.
- True or false? You should only ask a customer to become an advocate over the phone.
- True or false? You should only include four stages in your customer journey map.
- True or false? You should only reach out to your detractors.
- True or false? You should write new knowledge base articles every day.
- True or false? Your leadership team should be the ones to create the customer journey map.
- True or false? Your leadership team should be the ones to create the customer journey map.
- What is a snippet?
- What is an advocate?
- When setting up your knowledge base in HubSpot, you need to connect your _______.
- When should a company create multiple customer journey maps?
- When should you consider using a chatbot?
- When should you use multiple ticket pipelines?
- Which of the following is a benefit of live chat?
- Which of the following is a benefit of phone support?
- Which of the following is an appropriate knowledge base title?
- Which of the following is NOT a best practice when creating knowledge base articles?
- Which of the following is NOT a stage in HubSpot’s feedback framework?
- Which of the following is NOT a step when establishing listening posts?
- Which of the following is NOT an appropriate way to categorize your knowledge base articles?
- Which of the following is NOT an example of an advocacy action?
- Which report(s) do yo use to decide which knowledge base articles to write?
- With Service Hub, you can complete all of the following tasks EXCEPT:
- With ticket ______, you are able to filter down your tickets
- You can do all of the following from a ticket record EXCEPT:
- You should include all of the following stages in your customer journey map EXCEPT:
- You should use a call-out in a knowledge base article to:
- You should use custom feedback surveys when you want to understand ________.
- You want to understand how your customer support team is performing. The best feedback survey to use is:
- Your manager wants to know who your primary persona is. The best feedback survey to use is:
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