Direct customer interviews are a challenging but effective way to verify the findings of a customer journey map.

Question

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Direct customer interviews allow for a deeper understanding of the customer journey and can provide insights to verify or amend the findings on a customer journey map. However, conducting interviews can be challenging as it may require considerable effort and resources to identify and recruit customers willing to participate, and to conduct the interviews in a thorough and unbiased manner.

Direct Customer Interviews Are a Challenging but Effective Way to Verify