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Kantar Operations Mock Interview

Question 5 of 30 for our Kantar Operations Mock Interview

Kantar Operations was updated by on April 6th, 2019. Learn more here.

Question 5 of 30

What are the benefits of customer journey mapping? Which part of their journey is the most critical?

"My current company has familiarized me with customer journey mapping as they feel it's an incredibly practical approach to understanding our clients, their entire process from beginning to end, their biggest pain points, and then what we can do to alleviate those needs. I have been part of a team that breaks down customer surveys and uses those pieces of information to fill in the gaps of what is missing when it comes to product features and our service benefits. I believe the most critical part of the journey is right before the decision stage, where a customer is considering, and comparing alternatives. When a company can exceed expectations at this stage, its nearly guaranteed to make the sale."

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How to Answer: What are the benefits of customer journey mapping? Which part of their journey is the most critical?

Advice and answer examples written specifically for a Kantar Operations job interview.

  • 5. What are the benefits of customer journey mapping? Which part of their journey is the most critical?

      How to Answer

      Many organizations will utilize a customer journey map to represent their customers' process visually, and to understand their needs, pain points, and motivation better. The interviewer wants to see that you understand the importance of understanding your customers' experience from start to finish. Discuss what you believe to be the most critical part of the customer journey, and why.

      Written by Rachelle Enns on April 6th, 2019

      1st Answer Example

      "My current company has familiarized me with customer journey mapping as they feel it's an incredibly practical approach to understanding our clients, their entire process from beginning to end, their biggest pain points, and then what we can do to alleviate those needs. I have been part of a team that breaks down customer surveys and uses those pieces of information to fill in the gaps of what is missing when it comes to product features and our service benefits. I believe the most critical part of the journey is right before the decision stage, where a customer is considering, and comparing alternatives. When a company can exceed expectations at this stage, its nearly guaranteed to make the sale."

      Written by Rachelle Enns on April 6th, 2019

      2nd Answer Example

      "I have a lot of experience with mapping the customer journey and believe that the greatest benefit of this visual process is that it allows a company to see a clients' journey from end to end, reliving the customer experience. I once worked with a restaurant franchise who wanted to gain opportunities to put a smile on the faces of their guests. I helped them by mapping out the critical stages their customers went through including awareness, consideration, decision, use and then loyalty and advocacy. I believed loyalty and advocacy to be the most vital stage because, if you can gain a loyal customer, you are earning many more customers from referrals, while also keeping the customer you initially worked so hard to acquire."

      Written by Rachelle Enns on April 6th, 2019

      Anonymous Interview Answers with Professional Feedback

      Anonymous Answer

      "I don't have a huge amount of real-world experience with customer journey mapping outside of learning the four stages during my studies however I would say that based on my studies the most critical point is the awareness and interest stage. The benefit of customer journey mapping is that you can experience how the customer interacts with your company at all stages and see where to improve this experience and where the most sales are abandoned."

      Jaymie's Feedback

      Excellent!

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