1. What is a customer journey map? Review the article at http://www.heartofthecustomer.com/customer-experience-journey-map-the-top-10-requirements/and discuss how the tips and tricks suggested might help you assemble your own customer journey map.

2. Also, comment on how a "moment" in a customer journey can effect the consumer- FYI this is in reference to The Power of Moments.

3. Can you cite an example of a defining moment that you have had in your own experience? To help you, think of a recent service experience (I know

these may have been curtailed by Covid!): a flight, a customer service call, a hotel stay, a doctor visit, a restaurant meal.

4. Was there a "peak" or a "pit" moment that stands out in your memory?

5. What was it?

6. What did this moment cause you to do, understand, or change?

7. Did this experience affect or change your relationship with this company or brand? How?