OM1 - Module 4 - Lesson Quiz

Mary knows that empathy and emotions are important in a B2B buyer journey. She noticed that in her buyer journey map, there are quite a few touchpoints that are neutral. What she should do?

• Assume the buyer is satisfied and she doesn't need to take any action.

• Note that she has a buyer for life.

• Create a positive emotion for the buyer.

• Remember that if the buyer didn't express any negative feelings like frustration, the buyer must be feeling happy.

George and his team are almost done with their customer journey map, having populated it with actions, touchpoints, emotions, and more. What is the next step in the process?

• Review with their executive committee.

• Review with buyers.

• Review their data for alignment.

• They are done...there is no next step.

A disappointment in the product quality, delayed delivery, receiving wrong items, and lack of response to an inquiry are all considered--------------in the buyer journey.

• Moments of truth

• bad days

• moments of action

• typical complaints

Savita is building her buyer journey mapping team. Which group would she include on her team to validate her findings and get additional input?

• manufacturing 

• executive

• committee

• call center agents

• customers

Customer journey mapping is a ​ ​ (a)   view of a ​ (b)   a ​ (c)   has with a ​ (d)   , ​ (e)   and brand.

• realistic
• journey
• customer
• product
• service

A customer journey mapping helps ​ (a)   to deliver a better ​ (b)   that results in a better ​ (c)   , leading to ​ (d)   and ​ (e)   .

• supplier
• customer experience
• customer satisfaction
• customer loyalty
• advocacy

Scope of a Customer Journey Map includes understanding customer's:

ANRSEOP (unscramble)

Scope of a Customer Journey Map includes understanding customer's:

ORIANECSE (unscramble)

Scope of a Customer Journey Map includes understanding customer's:

SOALG (unscramble)

5 main differences between B2B and B2C Customer Journey Mapping:

1. B2B requires high level of ​ (a)   .

2. B2B ​ (b)   could last longer.

3. B2B companies must consider multiple ​ (c)   in one journey.

4. B2B customer relationships could be of higher ​ (d)   .

5. B2B feedback program requires higher level of ​ (e)   .

• involvement
• Buying cycle
• personas
• monetary value
• customization