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Module 5 Quiz

    • Define the product as a value bundle: core benefit, actual offer, and supporting experience.
    • Map the customer journey and identify one high-friction touchpoint to improve first.
    • Use customer signals (complaints, churn, repeat purchase) to prioritize product changes.
    • Focus on consistency between what marketing promises and what customers actually experience.
    • Be ready to recommend one product/CX improvement with a clear business reason.

Module 5 Study Guide

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Use this guide to review key concepts from Module 5: product strategy, customer journey quality, and customer experience improvements that drive retention.

    • Product strategy starts with the customer problem and the value the product must deliver.
    • Customer experience includes every interaction from discovery through post-purchase support.
    • Journey mapping helps reveal friction points that reduce conversion or increase churn.
    • Feature decisions should be prioritized by customer impact and business impact, not volume alone.
    • Retention often improves when onboarding and early-use experience are simplified.
    • Strong product strategy and strong CX must work together to keep promises credible.