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You should include all of the following stages in your customer journey map EXCEPT:
First impression Delighted value First value Intended value
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January 27, 2021
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You want to understand how your customer support team is performing. The best feedback survey to use is:
Customer effort score Customer satisfaction survey Net promoter score Customer leadership score
January 27, 2021
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Your manager wants to know who your primary persona is. The best feedback survey to use is:
Net promoter score Custom feedback survey Customer effort score Customer satisfaction survey
January 27, 2021
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True or false? Customer effort score is measured on a three-point scale.
True False
January 27, 2021
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True or false? You could use an NPS survey to assess overall sentiment of your employees.
True False
January 27, 2021
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True or false? Most people prefer using self-service compared to phone support.
True False
January 27, 2021
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True or false? Knowledge base articles should be casual, personable, and anecdotal.
True False
January 27, 2021
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True or false? A visitor can start a conversation with a chatbot, and then that chatbot can transfer the conversation to a human.
True False
January 27, 2021
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Fill in the blank: Companies use customer journey maps to build _______ for their customers.
confidence empathy products roadmaps
January 27, 2021
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When setting up your knowledge base in HubSpot, you need to connect your _______.
help desk domain brain Conversations inbox
January 27, 2021
