Section 1 - Instruction

You've learned about creating exceptional customer experiences and gathering actionable feedback. Now let's practice identifying opportunities to optimize every touchpoint in your customer journey.

Remember: Small gestures create big impacts, and actionable feedback beats vague opinions every time.

Engagement Message

Ready to practice designing outstanding experiences?

Section 2 - Practice

Type

Multiple Choice

Practice Question

Which approach best demonstrates understanding customer touchpoints?

A. Focus only on the actual product delivery moment B. Map every interaction from first contact through follow-up C. Only worry about the purchase transaction D. Concentrate on pre-sale marketing exclusively

Suggested Answers

  • A
  • B - Correct
  • C
  • D
Section 3 - Practice

Type

Sort Into Boxes

Practice Question

Sort these business approaches into the correct boxes based on their focus:

Labels

  • First Box Label: Experience-Focused
  • Second Box Label: Transaction-Focused

First Box Items

  • Handwritten notes
  • Personal follow-up
  • Proactive updates

Second Box Items

  • Automated systems
  • One-time contact
  • Basic delivery
Section 4 - Practice

Type

Fill in The Blanks

Markdown With Blanks

Let's practice identifying "moments of truth" in customer journeys. Fill in the blanks for this consulting service:

A business consultant's key moments of truth: First [[blank:response]] to inquiry, [[blank:delivery]] of proposal, and post-project [[blank:follow-up]] call.

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