What are the key components of a customer journey? Note: There are 3 correct answers to this question.

Question

Options

• AProduct features
• BTouchpoints & Painpoints
• CPersona
• DSteps & Stages
• EMarket segments

• A
  3% (1)
• B
  83% (24)
• E
  14% (4)

Explanation

A customer journey map is built around three core elements: Touchpoints & Painpoints (B) - the interactions and friction a customer experiences with a brand; Persona (C) - the defined representation of the target customer whose journey you're mapping; and Steps & Stages (D) - the sequential phases the customer moves through from awareness to post-purchase.

Product features (A) are part of what a company offers, but they describe the product itself, not the journey the customer takes. Market segments (E) are used to group customers for targeting, but a journey map goes deeper - it focuses on a specific persona within a segment, not the segment as a whole.

Memory tip: Think of a customer journey as a story - you need a character (Persona), a plot (Steps & Stages), and conflict (Touchpoints & Painpoints). Stories don't need product specs or market categories to exist.

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