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11 Questions

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Customer Journey Management

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Questions and Answers

Which aspect of the customer journey does Customer Journey Management aim to improve?

Market competition

Employee engagement

Product pricing strategy

Customer satisfaction levels (correct)

What is the main goal of addressing customer frustrations with low-cost solutions in Customer Journey Management?

To boost employee morale

To eliminate competition

To reduce operational costs

To increase customer loyalty and advocacy (correct)

How can Customer Journey Maps help organizations improve their understanding of customers?

By focusing on marketing campaigns

By identifying customer pain points and perceptions (correct)

By increasing product variety

By reducing employee turnover

What is one benefit of extending CLTV through Customer Journey Management?

Reduced customer acquisition costs Signup and view all the answers

Why is it important for a group to commit to a specific arrangement of the Customer Journey Map?

To ensure alignment and agreement on the output Signup and view all the answers

What type of dishes does VeggieDeli offer?

Vegan and vegetarian delicacies Signup and view all the answers

Where is VeggieDeli located?

Marbella, Costa del Sol, Spain Signup and view all the answers

What type of atmosphere does VeggieDeli have during the day?

Pet-friendly and family-oriented Signup and view all the answers

What do customers get free of charge at VeggieDeli?

Take-away Signup and view all the answers

What special offer does VeggieDeli have at night for couples?

Organic wines Signup and view all the answers

What is one feature of the ingredients used at VeggieDeli?

Produced by local, organic farmers Signup and view all the answers

Study Notes

Customer Journey Maps

Help organizations understand how customers feel and perceive value throughout an experience
Improve businesses by identifying and addressing frustrating touch-points with low-cost solutions

VeggieDeli Restaurant

Located in Marbella, Costa del Sol (Málaga) Spain
Established and successful within the Spanish local community
Struggles to attract English-speaking customers, both locals and tourists

Restaurant Features

Uses fresh, locally sourced, organic ingredients
Offers vegan and vegetarian options, including:
- Moroccon Soups
- Paleo Salads
- High-protein Smoothies
- Tomato Gazpacho Soup
- Veggie Burgers
- Chocolate Vegan Cake
Provides delivery and take-away services, free of charge
Has a pet-friendly atmosphere during the day and a romantic wine-and-dine ambiance at night
Offers free parking space and valet service

Business Goals

Increase awareness and generate buzz among English-speaking customers
Prepare for a post-pandemic scenario with increased activity

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Description

Learn about Customer Journey Maps and how they can help organizations enhance customer experience by identifying and addressing pain points. Discover how focusing on improving touch-points can lead to increased customer advocacy and lifetime value. Follow the steps in the provided PDF document for detailed instructions.