To orient your customer journey map

PM an International Hotel Brand >>> To orient your customer journey map >>> The Business of Product Management I

 

 

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Correct! Even casual mentions generate awareness.

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Yes! This is a customer decision about your hotel.

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Look at how many Activities there are for OOBE!

Compare how many more Questions and Barriers for OOBE there are than Awareness!

OOBE is the installation experience. Actual use should come after OOBE.

Sorry! But there is a point: now that you know what a bad customer journey map looks like, you’ll never need to look at one again.

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Correct! This is the action that demonstrates customer loyalty.

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Correct! Here, you’re navigating language and cultural barriers. A tour guide is skilled with this, has access to a ready-made focus group, and is probably a connoisseur of hotels, having spent his job on the road. He probably has the best insights of all the choices.

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Correct! Be aware of what low-quality work looks like, so you personally can avoid producing it.

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