This is a YouTube video titled "Create a Customer Journey Using HubSpot" containing a monologue or presentation segment from June 9, 2023, discussing how to map customer journey milestones and strategically place surveys to understand customer sentiment throughout marketing, sales, and service interactions. The excerpt features a single speaker providing advice on customer journey mapping and survey placement.
What feedback to ask when in the customer journey to ask. And going back to Devin's point earlier, it's Make a customer journey map and highlight the milestones that a customer goes through in your entire marketing, sales and service journey. The first time they land on your website, the first time they fill out a form, the first time they talk to sales, etc. Make these milestones and at every milestone ask yourself, what is my customer doing? What is my customer thinking? And if you can't answer those questions, you probably need to stick a survey there so you understand the customer sentiment at that milestone. So that is my first piece of advice. If you have some time to think thoroughly about surveys.
