Kantar Operations Mock Interview
Master 30 Kantar Operations interview questions covering data insights, client delivery, and operational excellence.
Question 27 of 30
What are the benefits of customer journey mapping? Which part of their journey is the most critical?
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
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.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"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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Jaymie
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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.
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