Which of the Following Components of a Customer Journey Map

question 41

Multiple Choice

Which of the following components of a customer journey map are essential?

• A) Processes, needs, and perceptions
• B) Processes, critical moments, and opportunities
• C) Critical customer metrics, critical moments, and ownership of key points
• D) Critical moments, needs, and perceptions
• E) Processes, needs, and opportunities

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Definitions:

Empathy

The ability to understand and share the feelings of another person.

Selective Abstraction

A cognitive bias in which an individual focuses on a single negative detail or event, excluding other relevant positive information.

Transference

A phenomenon in psychoanalysis where patients unconsciously project their feelings or expectations from past relationships onto their therapist.

Psychological Problems

Issues or disorders related to the mind that can affect mood, behavior, and thinking, often requiring professional assessment and treatment.