Customer Journey Management — definition?
Managing customer experiences across all touchpoints.
Customer experience — components?
Cognitive, emotional, behavioral, sensorial, social.
Touchpoints — types?
Brand-owned, partner-owned, customer-owned, social/external.
Customer journey — phases?
Prepurchase, purchase, post-purchase.
Decision-making process — stages?
Recognition, search, evaluation, purchase, post-evaluation.
Course overview — purpose?
Summarizes content, objectives, and structure.
Course structure — components?
Phases, assessments, deadlines, platform.
Teaching team — members?
Course leader, professors, TAs, contacts.
Course objectives — focus?
Knowledge, skills in consumer behavior, touchpoints.
Course timeline — phases?
Learning, project, evaluation periods.
Customer journey mapping — steps?
Understand current, identify pain points, redesign.
Touchpoints — control?
Brand, partner, customer, social/external.
Customer journey stages — order?
Awareness, consideration, purchase, retention, advocacy.
Decision rules — types?
Compensatory, non-compensatory, lexicographic.
Journey map — purpose?
Visualize interactions, identify pain points.
Customer-owned touchpoints — examples?
Word-of-mouth, reviews, peer interactions.
Course assessment — components?
Final exam 40%, presentation 45%, submissions 15%.
Customer experience — multidimensional?
Yes, involving perceptions, emotions, behaviors.
Pain points — analysis?
Identify frustrations to improve experience.
Customer journey — goal?
Create seamless, satisfying experience.
Test your knowledge with 10 questions on Mastering Customer Journey Management.
1. In customer journey management, what is the primary cause that leads to an improved customer experience?
2. What is the primary role of the Customer Journey Management Course Overview?
Review the complete course in the revision sheet for Mastering Customer Journey Management.
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