Homework Assignment
Read each question carefully and choose (5). Your answers should be supported with evidence
from the textbook but stated in your own words.
Be clear, concise, and professional.
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Why are the brand and marketing teams crucial in building expectations? CH1
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What does it mean to be a customer-intelligent company? CH2
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Why is it critical to consider emotions in designing the customer experience? CH3
Define the customer experience in your own words CH4
List the benefits of creating a Customer Journey Map CH6
Provide an example of a "wow" moment CH7
Why is customer loyalty considered a key performance indicator of business
performance? CH8
How can a business earn the trust of its customers? CH10
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Total: 15 points
3 points per question