4.6.1 - Map Customer Journeys
Enroll to start learning
You’ve not yet enrolled in this course. Please enroll for free to listen to audio lessons, classroom podcasts and take practice test.
Practice Questions
Test your understanding with targeted questions
Define what a customer journey is.
💡 Hint: Think about the stages of interaction!
Identify what a touchpoint is with an example.
💡 Hint: Consider where customers interact with ads!
4 more questions available
Interactive Quizzes
Quick quizzes to reinforce your learning
What is a customer journey?
💡 Hint: Consider all steps a customer takes!
True or False: Touchpoints only refer to online interactions.
💡 Hint: Think about all channels.
1 more question available
Challenge Problems
Push your limits with advanced challenges
Create a detailed customer journey map for an online bookstore, identifying at least five key touchpoints and possible friction points.
💡 Hint: Focus on the steps your customers follow and identify common barriers.
Evaluate the impact of simplifying a checkout process that requires eight fields to just three. Assess the potential saving of drop-offs.
💡 Hint: Consider how many users may abandon due to tedious processes.
Get performance evaluation
Reference links
Supplementary resources to enhance your learning experience.