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Questions and Answers

Which of the following best describes touchpoints?

Customer interactions after they've made a purchase

Only customer interactions on your website or mobile app

Customer interactions on all media channels (correct)

Customer interactions that occur only in person

What is the benefit of monitoring touchpoints?

To reduce marketing costs

To reveal the kinds of decisions customers make during their customer journey (correct)

To increase website traffic

To improve customer service

How should touchpoints be classified?

By the time of day they occur

By the customer's age and gender

By the specific context or need they relate to (correct)

By the medium in which they occur

Which of the following is an example of a touchpoint?

A customer's response to a flash sale announcement on Twitter (A) Signup and view all the answers

What is the difference between a medium and a touchpoint?

A medium is where a touchpoint occurs, while a touchpoint is the actual customer interaction (D) Signup and view all the answers

What is the key takeaway from the text?

Touchpoints should be defined for all media channels (B) Signup and view all the answers

What is the context and need in the example provided in the text?

Context: curiosity, Need: saving money (C) Signup and view all the answers

What is the danger of viewing touchpoints solely from a business-centric perspective?

It can result in a lack of useful data about customer motivations (B) Signup and view all the answers

What is the benefit of having customer-centric touchpoints?

They provide more insights about buyer motivations (A) Signup and view all the answers

What should be done to get the most from touchpoints?

They should be customer-centric and relate back to their needs (B) Signup and view all the answers