journey interview questions

Common Customer Journey Interview Questions

1. how would you map the customer journey for a new product with no existing data.

Strategizing from scratch for a new product’s customer journey requires a deep dive into consumer behavior without the benefit of existing data. Candidates must demonstrate their ability to use research methods, creativity, and an understanding of consumer psychology to hypothesize a customer’s path.

To respond, you should discuss a multi-faceted approach that includes identifying the target audience, hypothesizing their pain points and desires, and considering industry benchmarks. Outline how you would collect qualitative data through customer interviews, surveys, and focus groups to gain initial insights. Mention the use of A/B testing once the product is launched to refine the customer journey map based on real user interactions. Emphasize your adaptability and commitment to continuous learning and iteration, as refining the customer journey will be an ongoing process as data starts to accumulate.

Example: “ Mapping the customer journey for a new product without existing data begins with a deep dive into understanding the target audience. This involves developing personas based on market research and hypothesizing their potential pain points, motivations, and desired outcomes. Leveraging industry benchmarks and competitor analysis provides a foundational understanding of the customer’s expectations and the typical path they might follow.

Once the initial framework is established, I would employ qualitative research methods such as customer interviews, surveys, and focus groups to gather insights directly from the target demographic. This data is invaluable in validating the hypothesized journey and uncovering any unforeseen needs or obstacles. Following the product launch, I would implement A/B testing to observe actual user behavior, enabling data-driven refinements to the customer journey map. This iterative approach ensures that the journey evolves in tandem with customer feedback and product adjustments, fostering an optimal experience that drives engagement and loyalty.”

2. What metrics do you consider crucial when analyzing the effectiveness of a customer journey?

Choosing the right metrics to evaluate the customer journey is a delicate balance. Candidates should show their understanding of both quantitative data, such as conversion rates, and qualitative insights, like customer satisfaction, to steer the company’s strategic direction.

When responding, it’s essential to discuss a range of metrics that cover different stages of the customer journey. For instance, mention early-stage metrics like click-through rates or time on page, mid-journey indicators such as conversion rates or cart abandonment rates, and end-stage metrics including repeat purchase rates or churn rates. Additionally, emphasize the importance of customer feedback and NPS as they provide direct insights into the customer’s perception of their journey. Tailor your response to the specific business or industry, showcasing your ability to apply these metrics to the company’s unique customer experience.

Example: “ When analyzing the effectiveness of a customer journey, it’s imperative to consider a comprehensive suite of metrics that illuminate the customer’s experience at each stage. Early on, metrics like click-through rates and time on page are indicative of engagement and interest level, providing insight into the initial appeal and content relevance. As customers progress, conversion rates become a focal point, revealing the effectiveness of the journey in guiding customers towards a desired action. Additionally, cart abandonment rates are critical in e-commerce contexts as they can pinpoint issues in the checkout process or with payment options.

Towards the latter stages, repeat purchase rates and churn rates are paramount for understanding long-term customer satisfaction and loyalty. These metrics, in conjunction with customer feedback and Net Promoter Score (NPS), offer a direct line to the customer’s perception and the overall health of the customer relationship. NPS, in particular, is a powerful predictor of growth, as it encapsulates the likelihood of word-of-mouth referrals. By synthesizing these quantitative and qualitative metrics, one can derive actionable insights to optimize the customer journey, ensuring it is not only effective but also resonates positively with the customer base.”

3. In what ways have you personalized a customer’s experience at various touchpoints?

Personalization is key in catering to the customer journey. Candidates should be able to demonstrate their ability to analyze data, empathize with customers, and apply creative solutions to enhance the customer experience and drive loyalty.

When responding, candidates should provide specific examples that illustrate their ability to tailor the customer experience. They should discuss their use of customer data and feedback to inform their approach, the methods they’ve employed to customize interactions, and the impact these personalized touches had on customer satisfaction and business outcomes. Highlighting instances where they’ve gone beyond the standard protocol to make a customer feel valued can be particularly effective in showcasing their commitment to customer-centricity.

Example: “ In personalizing customer experiences, I’ve leveraged data analytics to segment customers based on their behavior and preferences, enabling tailored communication and offers. For instance, by analyzing purchase history and engagement patterns, I created targeted email campaigns that provided customers with relevant product recommendations and exclusive deals aligned with their interests, significantly increasing open rates and conversion.

At the service touchpoint, I implemented a CRM system that provided customer service representatives with real-time access to customer profiles and history. This empowered them to offer customized solutions and anticipate needs, fostering a sense of individual attention and care. The impact was clear: customer satisfaction scores rose by double digits, and we saw a marked increase in repeat business, proving that a personalized approach at critical touchpoints not only enhances the customer experience but also drives tangible business results.”

4. Describe an occasion where you had to adapt a customer journey due to unexpected changes in consumer behavior.

Adapting the customer journey to reflect the fluid nature of consumer needs and market trends is a test of a candidate’s agility. The ability to pivot strategies and implement solutions that maintain or enhance the customer experience in the face of challenges is crucial.

When responding, one should recount a specific instance that illustrates their analytical skills and adaptability. The response should detail the signs that prompted a change, the steps taken to analyze the situation, and the strategic decisions made to adjust the customer journey. It should also include the outcomes of those adaptations and what was learned from the experience. It’s crucial to communicate the story clearly, outlining the problem, the action taken, and the result, to demonstrate a clear understanding of the entire process.

Example: “ On one occasion, we noticed a significant drop in engagement at the mid-funnel stage of our customer journey. Our data indicated that customers were losing interest shortly after an initial high level of engagement with our educational content. Upon closer analysis, we discovered that a shift in market trends had led to a change in consumer preferences, and our content was no longer addressing the current pain points effectively.

To adapt, we conducted a rapid series of A/B tests on content variations that aligned with emerging trends and customer feedback. We also implemented real-time analytics to monitor customer responses more closely. Based on the test results, we quickly iterated on our content strategy and messaging, which not only improved engagement but also increased the conversion rate by 18%. This experience underscored the importance of agility and the need for continuous monitoring of customer behavior to ensure the customer journey remains relevant and effective.”

5. How do you balance quantitative and qualitative data when evaluating a customer journey?

A holistic approach to evaluating the customer journey is essential. Candidates should appreciate the story behind the data and be able to synthesize both quantitative and qualitative forms to drive improvements.

When responding, demonstrate your analytical skills by discussing how you interpret and integrate quantitative data to identify issues or successes in the customer journey. Then, illustrate your empathetic and intuitive side by explaining how you incorporate qualitative feedback to understand the why behind the what. Share examples from your experience where balancing both types of data led to actionable insights and improved outcomes, showing your ability to navigate the full spectrum of customer experience data.

Example: “ In evaluating a customer journey, I approach quantitative data as the backbone that informs where we are succeeding and where we might be falling short. Metrics such as conversion rates, click-through rates, and time spent on page provide a high-level overview of customer engagement and pinpoint areas that require deeper investigation. For example, a sudden drop in conversion on a specific page could indicate a technical issue or a disconnect in the messaging that isn’t resonating with customers.

Conversely, qualitative data is the lens through which the nuances of the customer experience come into focus. Through customer interviews, surveys, and feedback, I delve into the motivations, frustrations, and preferences of our customers. This helps to contextualize the quantitative data, giving life to the numbers and revealing the stories behind them. In one instance, by analyzing customer support transcripts, I identified a common pain point that wasn’t immediately apparent from the quantitative data alone. This led to a redesign of a feature that significantly improved customer satisfaction and increased retention rates. Balancing both types of data allows me to craft a holistic view of the customer journey, ensuring that strategic improvements are both data-driven and empathetically grounded.”

6. Detail a strategy you’ve used to reduce friction in a high-drop-off stage of the customer journey.

Alleviating points of friction in the customer journey is fundamental to business success. Candidates must show their analytical skills, creativity, and understanding of customer behavior to solve problems and prioritize user experience.

When responding, it’s crucial to outline a specific scenario where you identified a drop-off point—be it during the checkout process, sign-up stage, or any other critical conversion moment. Discuss the tools and methods you used to identify the friction, such as analytics software or customer feedback. Then, dive into the strategy you implemented, explaining the rationale behind your actions, the cross-functional collaboration that might have been involved, and the impact it had on the customer journey. Quantify the results if possible, to demonstrate the effectiveness of your approach in reducing friction and improving the overall customer experience.

Example: “ In identifying a significant drop-off at the checkout stage, I leveraged analytics to pinpoint the friction points. The data revealed that customers were abandoning their carts due to a lengthy and complicated checkout process. To address this, I streamlined the checkout experience by reducing the number of required fields, implementing a progress indicator, and introducing an option for guest checkout. This strategy was grounded in best practices for e-commerce usability, which suggest that a simplified checkout process can significantly reduce cart abandonment rates.

Collaboration with the UX team was essential to redesign the interface, ensuring that the changes were intuitive and user-friendly. Post-implementation, A/B testing was conducted to measure the effectiveness of the modifications. The results were clear; there was a 20% decrease in cart abandonment and a corresponding increase in conversion rates. This strategy not only improved the immediate checkout experience but also had a positive ripple effect on customer satisfaction and retention, as evidenced by post-purchase survey feedback.”

7. What role does customer feedback play in your approach to optimizing the customer journey?

Reacting effectively to customer feedback is a cornerstone of enhancing the customer journey. Candidates should demonstrate their commitment to customer-centricity and their ability to use feedback to drive meaningful change.

When responding, it’s essential to highlight specific instances where you have utilized customer feedback to make data-driven decisions that positively impacted the customer journey. Discuss your methods for collecting and analyzing feedback, how you prioritize which feedback to act on, and the results of implementing changes based on this information. Demonstrate your strategic thinking by explaining how you balance feedback with business objectives and how you ensure that changes align with the overall vision for the customer experience.

Example: “ Customer feedback is the cornerstone of optimizing the customer journey as it provides direct insights into the experiences and pain points of the customer. By systematically collecting and analyzing this feedback, it becomes possible to identify critical touchpoints that require refinement. Utilizing both quantitative data from surveys and qualitative insights from direct customer interactions, I prioritize feedback based on its potential impact on the customer experience and the business goals.

Acting on this feedback, I employ A/B testing to validate the effectiveness of proposed changes, ensuring that any modifications are enhancing the customer journey. For instance, feedback on a confusing checkout process led to a streamlined interface, resulting in a significant uptick in conversion rates. This approach not only demonstrates responsiveness to customer needs but also aligns improvements with the overarching vision for a seamless and satisfying customer experience. By continuously iterating based on customer feedback, the journey is kept in alignment with evolving customer expectations and business objectives.”

8. Can you provide an example of how cross-functional collaboration improved a customer journey you managed?

Optimizing the customer journey often requires cross-functional collaboration. Candidates should provide examples of how they have coordinated with various departments to improve the customer experience and measure the impact on satisfaction and business outcomes.

When responding, you should outline a specific scenario where you noticed a gap or an opportunity in the customer journey that required cross-departmental cooperation. Explain the steps you took to bring different teams together, how you communicated the common goal, and the strategies you employed to ensure everyone was aligned. It’s critical to detail the outcome of this collaboration, focusing on the positive impact on the customer experience and any quantifiable business results, such as increased customer retention, higher sales, or improved customer feedback.

Example: “ In one instance, we identified a gap in the post-purchase phase of the customer journey, where customers were experiencing a lack of proactive communication regarding their order status. This issue was leading to an increased volume of customer service inquiries and a dip in customer satisfaction scores. Recognizing the need for a holistic approach, I facilitated a collaboration between the customer service, IT, and logistics teams to create an automated update system.

By aligning these departments on the common goal of enhancing transparency and reducing customer anxiety, we were able to integrate a real-time tracking system into our customer portal. This initiative not only provided customers with immediate access to their order status but also significantly reduced the number of inbound inquiries related to order tracking. As a result, we observed a 15% increase in customer satisfaction scores and a 10% reduction in service calls, which also led to a more efficient allocation of our customer service resources. This cross-functional endeavor exemplified how a unified approach to the customer journey can directly improve customer experience and operational efficiency.”

9. Illustrate how technology has transformed customer journey mapping in your previous roles.

Leveraging technology has revolutionized understanding the customer journey. Candidates should show how they have used tools like AI, machine learning, and CRM systems to track interactions and improve the customer experience.

When responding to this question, candidates should highlight specific technologies they’ve used, such as analytics platforms, social media monitoring tools, or CRM software, and describe how these tools have enabled them to gain deeper insights into customer behavior. They should provide examples of how they’ve interpreted data to make informed decisions, improved touchpoints, and ultimately, how these actions led to improved customer satisfaction and business outcomes. Candidates should showcase their strategic thinking and problem-solving skills, demonstrating that they are not just users of technology, but innovators who can harness its power to transform the customer experience.

Example: “ Technology has been a game-changer in mapping customer journeys by providing a multi-dimensional view of customer interactions. Utilizing advanced analytics platforms, I’ve been able to dissect large datasets to understand patterns and predict future behaviors. For instance, by integrating data from various touchpoints, including social media interactions, support tickets, and purchase histories, I’ve constructed comprehensive customer profiles. This integration allowed for the identification of critical moments where customers expected enhanced engagement, enabling the design of personalized experiences that significantly increased customer satisfaction and loyalty.

Moreover, the use of CRM software has streamlined the process of tracking and managing customer interactions across different stages of their journey. With real-time data at my fingertips, I’ve been able to quickly adapt strategies, ensuring that the customer experience remains consistent and relevant. This has not only improved conversion rates but also reduced churn by preemptively addressing pain points identified through trend analysis. By leveraging these technological tools, I’ve transformed customer journey mapping from a static model to a dynamic, actionable strategy that drives continuous improvement in the customer experience.”

10. What methods do you use to predict future trends in customer behavior?

Anticipating customer behavior is crucial for designing an effective customer journey. Candidates should demonstrate their analytical skills and ability to use data to forecast market changes and adapt strategies accordingly.

When responding to this question, candidates should discuss specific analytical techniques, such as data mining, trend analysis, or the use of predictive analytics software. They should also highlight experiences where they successfully anticipated market shifts or consumer behavior changes, and how they adjusted the customer journey accordingly. It’s beneficial to mention the integration of customer feedback loops, social listening tools, and how staying informed on broader societal and technological trends plays into their predictive methods. Illustrating a clear link between data-driven predictions and practical adjustments to the customer journey can effectively demonstrate a candidate’s strategic foresight.

Example: “ To predict future trends in customer behavior, I employ a combination of advanced analytics and qualitative insights. I utilize data mining techniques to uncover patterns within large datasets, which can indicate emerging trends. Pairing this with predictive analytics software, I analyze historical data to forecast future behaviors, allowing for proactive adjustments to the customer journey. For instance, by identifying a growing trend in mobile usage among our customer base through data analysis, I spearheaded a shift towards a mobile-first strategy, optimizing the customer journey for smartphone users before this became an industry standard.

Additionally, I integrate customer feedback loops and social listening tools to capture real-time sentiment and discussions, which often serve as early indicators of shifting preferences. This approach is complemented by staying abreast of broader societal and technological trends, which can have profound impacts on consumer behavior. By synthesizing these diverse data sources, I’ve successfully anticipated market shifts, such as the rise of subscription-based models in various industries, and have adjusted the customer journey to align with these preferences, enhancing engagement and retention.”

11. How do you ensure that a customer journey remains consistent across different platforms?

Maintaining a consistent customer journey across platforms is pivotal. Candidates should discuss their approach to ensuring cross-platform consistency and their strategies for monitoring and maintaining uniformity in the customer experience.

When responding, you should discuss your experience with multi-channel marketing strategies, customer relationship management (CRM) systems, and user experience (UX) design principles. Highlight your ability to work with cross-functional teams to ensure that all touchpoints are aligned. Mention any specific tools or methodologies you use to track and analyze the customer journey, and how you apply this data to make informed decisions and improvements. Demonstrate your commitment to the customer’s perspective by providing examples of how you’ve actively sought and incorporated feedback to enhance their experience across platforms.

Example: “ To ensure a consistent customer journey across different platforms, I leverage a combination of robust CRM systems and analytics tools to track and analyze customer interactions at each touchpoint. This data-driven approach allows me to identify any discrepancies in the customer experience and address them proactively. By mapping out the customer journey, I can pinpoint areas where the experience may diverge and work with cross-functional teams to harmonize messaging, branding, and service delivery.

Incorporating user experience (UX) design principles is also crucial. I ensure that the UX is seamless, whether the customer is interacting with a mobile app, website, or in-store technology. Regularly collecting and acting on customer feedback is key to maintaining this consistency. By analyzing customer behavior and feedback across all channels, I can make informed decisions to refine the journey, ensuring it is not only consistent but also continuously optimized for customer satisfaction and engagement.”

12. What steps do you take to align business objectives with the stages of the customer journey?

Mapping business objectives onto the customer journey narrative is key to customer-centric strategies. Candidates should show how they align business goals with customer experience to drive growth and satisfaction.

When responding, candidates should discuss their approach to understanding the customer journey in detail, identifying key touchpoints and how they can be optimized to meet business objectives. This could involve analyzing data to understand customer behavior, creating personalized experiences at each stage of the journey, or implementing feedback loops to continually refine the customer experience. The response should demonstrate a clear understanding of how to influence customer perceptions and actions in a way that aligns with the company’s goals.

Example: “ To align business objectives with the stages of the customer journey, I begin by meticulously mapping out each touchpoint across the journey, from awareness to advocacy. This involves leveraging data analytics to gain a deep understanding of customer behaviors, preferences, and pain points at each stage. By interpreting this data, I can identify opportunities where we can enhance the customer experience to drive specific business outcomes, such as increasing acquisition, retention, or upsell.

Once the touchpoints are mapped, I prioritize them based on their potential impact on our business objectives. For example, if the goal is to improve customer retention, I focus on touchpoints in the post-purchase and support stages, ensuring that we deliver personalized and proactive service that fosters loyalty. I then design targeted strategies for these touchpoints, which may include tailored communications, loyalty programs, or feedback mechanisms. These strategies are continuously measured and refined through A/B testing and customer feedback, ensuring that the customer journey evolves in tandem with our business objectives and remains customer-centric at its core.”

13. Share an innovative solution you implemented to enhance customer engagement during their journey.

Innovating within the customer journey is crucial for meeting evolving customer needs. Candidates should reveal their creativity and strategic thinking in crafting experiences that exceed customer expectations.

When responding, candidates should detail a specific instance where they identified a gap or opportunity in the customer journey and crafted an inventive solution. They should articulate the problem, the steps they took to devise the solution, the implementation process, and the impact it had on customer engagement and business outcomes. Metrics or feedback that illustrate the success of the initiative would strengthen the response, showcasing the candidate’s ability to translate innovative ideas into tangible results.

Example: “ Recognizing a significant drop in engagement at the mid-funnel stage, I introduced an interactive content feature within our digital platform that allowed customers to customize their experience based on their preferences and needs. This feature utilized a combination of AI and a short questionnaire to personalize the content, products, and offers presented to the customer. By integrating this adaptive interaction, we not only saw a 30% increase in time spent on our platform but also a 20% uplift in conversion rates for those who engaged with the feature.

The implementation involved cross-functional collaboration with IT, marketing, and data analytics teams to ensure seamless integration and real-time adaptation. Post-launch, we closely monitored customer behavior through analytics and gathered direct feedback through surveys. The data collected not only confirmed the feature’s success in enhancing engagement but also provided insights for continuous improvement. This initiative not only improved the immediate metrics but also fostered a deeper sense of personalization and customer loyalty.”

14. How do you measure the ROI of improvements made to the customer journey?

Quantifying the ROI from customer journey improvements can be challenging. Candidates should demonstrate their ability to assess the impact of strategies on customer satisfaction, retention, and lifetime value.

When responding to this question, focus on specific metrics you might use, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), churn rates, customer lifetime value (CLV), and conversion rates. Explain how you would track these metrics before and after implementing changes to the customer journey. Articulate your approach to correlating these metrics with financial outcomes, such as increased sales or reduced service costs. Additionally, discuss any qualitative feedback mechanisms you would employ to capture the less tangible aspects of customer experience improvements, such as customer testimonials or case studies, and how you would factor these into your overall ROI analysis.

Example: “ To measure the ROI of enhancements to the customer journey, I employ a mix of quantitative and qualitative metrics, ensuring a holistic view of the customer experience. Quantitative metrics like NPS, CSAT, churn rates, CLV, and conversion rates are pivotal. For instance, by tracking NPS and CSAT before and after journey improvements, I can quantify shifts in customer sentiment and satisfaction. Churn rates and CLV provide insight into customer retention and value over time, highlighting the long-term impact of the journey enhancements. Additionally, observing changes in conversion rates can directly link customer journey improvements to revenue growth.

On the qualitative side, I gather customer testimonials and case studies to capture the nuanced aspects of the customer experience that numbers might not fully convey. These narratives are invaluable for understanding the emotional and psychological factors that drive customer loyalty and advocacy. To correlate these metrics with financial outcomes, I analyze patterns in customer behavior changes and tie them to increased sales or reduced service costs. For example, a decrease in churn rate often translates to lower acquisition costs and higher profitability per customer, which can be quantified to reflect the ROI of the customer journey improvements. By combining these approaches, I can present a comprehensive analysis of how journey improvements contribute to the bottom line.”

15. Tell us about a time when you identified a bottleneck in a customer journey and how you addressed it.

Identifying and resolving customer journey bottlenecks is key to improving satisfaction and retention. Candidates should show their analytical and problem-solving abilities to optimize processes and enhance the customer experience.

When responding, it’s essential to outline the situation clearly, describe the methods used to identify the bottleneck, and detail the steps taken to address the issue. Focus on the actions you personally took, the reasoning behind them, and the outcomes achieved. Be specific about the metrics or feedback you used to measure the success of your solution. Showcasing your ability to collaborate with others, leverage cross-functional knowledge, and implement changes that lead to tangible business improvements will set you apart.

Example: “ In analyzing customer journey data, I pinpointed a significant drop-off at the payment gateway stage. The issue was twofold: a lack of payment options and a cumbersome verification process. To tackle this, I initiated a deep dive into the transactional data and customer feedback to validate my hypothesis. Collaborating with the UX team, we streamlined the process by introducing a one-click payment option for returning customers and simplifying the verification steps for new users.

Concurrently, I worked with the finance team to integrate additional payment methods that were popular among our customer base. Post-implementation, we monitored the conversion rates and customer satisfaction scores closely. Within the first quarter, there was a 20% increase in successful transactions and a 15% improvement in customer satisfaction regarding the checkout process. This intervention not only enhanced the customer experience but also had a direct positive impact on revenue.”

16. What is your approach to integrating offline experiences into the overall customer journey?

Crafting a seamless customer journey strategy requires integrating offline and online interactions. Candidates should understand how to create a cohesive brand narrative that ensures a consistent experience across all touchpoints.

When responding, it’s essential to convey a holistic view of the customer journey, emphasizing the continuity and consistency of customer experiences. Discuss specific strategies like using in-store technology that connects to online profiles, creating personalized direct mail that reflects online behaviors, or ensuring that customer service representatives have access to online customer data. Highlight examples from past roles where you successfully integrated offline experiences that led to measurable improvements in customer engagement or sales.

Example: “ In integrating offline experiences into the overall customer journey, I prioritize creating a seamless omnichannel strategy. This involves leveraging technology to bridge the gap between online and in-store interactions. For instance, I’ve implemented in-store kiosks that sync with customers’ online profiles, allowing for a personalized shopping experience. By using QR codes or NFC technology, customers can access their online wish lists or shopping carts, making the transition from online browsing to in-store purchasing fluid and intuitive.

Another key strategy is the synchronization of customer data across all touchpoints. I ensure that customer service representatives are equipped with comprehensive CRM tools that provide insights into a customer’s online behavior, purchase history, and preferences. This data enables tailored recommendations and support, enhancing the customer’s perception of the brand as a single, cohesive entity rather than a series of disconnected interactions. In previous implementations, these strategies have resulted in a marked increase in customer loyalty and a higher lifetime value, as evidenced by repeat visits and cross-channel purchasing patterns.”

17. How do you tailor the post-purchase phase of the customer journey to increase retention?

A positive post-purchase experience is vital for customer retention. Candidates should discuss their strategies for personalizing this stage to reinforce the customer’s decision and foster loyalty and advocacy.

When responding to this question, highlight specific strategies such as personalized follow-up emails, satisfaction surveys, loyalty programs, and customer support initiatives that cater to individual needs and preferences. Show how you leverage customer data and feedback to refine these post-purchase touchpoints. Discuss the importance of measuring customer satisfaction and engagement during this phase to identify areas for improvement, ensuring that the customer feels valued and supported long after their purchase.

Example: “ In tailoring the post-purchase phase, I focus on creating a personalized and proactive engagement strategy. This includes segmented follow-up emails that provide customers with relevant content, such as tips on how to get the most out of their purchase, complementary product recommendations, and invitations to exclusive loyalty programs. By leveraging customer data, I ensure that each communication is tailored to the customer’s behavior and purchase history, fostering a sense of individual attention and care.

To further increase retention, I implement satisfaction surveys shortly after the purchase to gauge the customer’s experience and identify any immediate concerns that could be addressed. This feedback loop not only helps in refining the customer journey but also demonstrates a commitment to continuous improvement. Additionally, I ensure that customer support is easily accessible and equipped to handle post-purchase inquiries, creating a seamless experience that reinforces the customer’s decision to remain loyal. By measuring engagement metrics and satisfaction scores, I can iterate on these touchpoints to consistently enhance the customer’s post-purchase experience, thereby solidifying their relationship with the brand.”

18. What challenges have you faced when localizing customer journeys for international markets?

Adapting the customer journey for international markets involves understanding cultural, economic, and regulatory differences. Candidates should demonstrate their ability to make strategic adjustments to the customer experience in various global contexts.

When responding to this question, you should highlight specific instances where you’ve encountered such challenges and how you addressed them. Discuss the research and analysis conducted to understand the target market, the collaborative efforts with local teams or experts, and the creative solutions you implemented to overcome obstacles. It’s also beneficial to mention any metrics or feedback that indicated the success of your localization efforts, demonstrating your ability to not only identify problems but also to measure the effectiveness of your solutions.

Example: “ In localizing customer journeys for international markets, one significant challenge I faced was ensuring cultural relevance while maintaining brand consistency. For instance, when adapting the journey for a market with a high-context culture, where communication is often indirect, I had to recalibrate marketing messages to align with local nuances without diluting the brand’s core message. This required in-depth cultural analysis and close collaboration with local experts to strike the right balance between global branding and local sensitivities.

Another challenge was the logistical complexities of different payment methods and customer service expectations. In some regions, digital payment penetration is low, and there’s a preference for cash on delivery, which necessitated a revamp of the payment and fulfillment processes. To address this, I spearheaded a cross-functional initiative to integrate local payment systems and tailor the post-purchase experience, ensuring that it met local preferences. The success of these adaptations was measured through improved conversion rates and customer satisfaction scores, which underscored the effectiveness of our localized customer journeys.”

19. Describe a scenario where you utilized customer personas to refine a customer journey.

Tailoring the customer journey to meet specific needs is essential for engaging different customer personas. Candidates should show how they use insights from customer data to personalize and improve the customer journey.

When responding to this question, detail a particular instance where you identified key customer personas and explain how you used that information to modify touchpoints, communication strategies, or service delivery to better align with the expectations and requirements of each persona. Highlight the impact of these changes on customer satisfaction, retention, or sales metrics to underscore the effectiveness of your approach.

Example: “ In a recent project, we identified three core customer personas that represented our primary user base: the tech-savvy early adopter, the value-focused family planner, and the convenience-seeking professional. By mapping out the customer journey for each persona, we noticed that the convenience-seeking professional was experiencing friction during the checkout process, which was not optimized for speed and simplicity.

To address this, we streamlined the checkout process by introducing a one-click purchase option and saved payment methods, significantly reducing the time to complete a transaction. We also implemented a chatbot service that provided immediate assistance, catering to this persona’s need for quick and efficient support. As a result, we saw a 25% increase in conversion rates among the convenience-seeking professionals and a 15% uptick in overall customer satisfaction scores, demonstrating the efficacy of tailoring the customer journey to meet specific persona needs.”

20. How do you leverage A/B testing to optimize specific stages of the customer journey?

Employing A/B testing is a powerful way to make data-driven decisions about the customer journey. Candidates should discuss how they use this method to determine which strategies resonate best with their audience at different stages.

When responding to this question, articulate a methodical approach to A/B testing. Begin with identifying key metrics that align with business goals and customer satisfaction at each stage of the journey. Describe how you develop hypotheses based on customer behavior and feedback, create variant elements (like landing pages, emails, or call-to-action buttons), and then test these against the current design. Discuss the statistical significance of your tests and how you analyze results to implement the most successful elements into the customer journey. Emphasize your continuous iterative process to refine the customer experience constantly.

Example: “ In optimizing specific stages of the customer journey through A/B testing, I start by pinpointing critical metrics that reflect both business objectives and customer satisfaction. For instance, in the awareness stage, metrics might include ad click-through rates or page views, while in the decision stage, we might look at conversion rates or time spent on a product page.

I then formulate hypotheses based on observed customer behaviors and qualitative feedback. For example, if the data suggests customers are dropping off at the checkout stage, I might hypothesize that a clearer call-to-action or simplified checkout process could improve conversions. I create variations of these elements and run controlled A/B tests, ensuring that the sample size is sufficient to achieve statistical significance.

Analyzing the results, I focus on both the quantitative outcome and the underlying reasons for performance differences. This insight allows me to make informed decisions about implementing the successful variant into the live customer journey. The process is iterative, with ongoing tests at each stage to continually enhance the customer experience and meet evolving business goals.”

Using In-depth Interviews to Build a Customer Journey Map for Your Product: the Complete Guide

In order to find ideas, you need to find problems. To find problems, talk to people. This golden rule applies to the initial stages of your startup development, namely the creation of a customer journey map. You surely know what it means for the success of your product. In this guide you’ll find the useful hints on building your CJM with the help of in-depth interviews.

This is comprehensive guide is based on the Fulcrum’s experience of developing startup projects , where a thought-through map of interactions with customers is crucial for product to thrive.

This guide will be helpful for:

Business owners in search of a product-oriented software development company . It will help to understand what a truly interested in the client’s success company can do for them.
Business owners who are determined to do the research themselves.
Product managers who have to do everything themselves.

What is CJM and What Do We Use It for

A customer journey map, or CJM for short, is a visualization of a customer’s interactions with a brand. CJM encompasses every step a customer or user takes. Every point of interaction they have with your business is accounted for. The customer’s thoughts, emotions, and difficulties on every step are documented.

Knowing the customer’s journey allows us to gain an accurate understanding of the things we need to do to improve the product. And the service the customers get while buying and using the product. CJM provides precise data that help fine tune the marketing strategy. Emphasizing the wow-effect aspects of the product and service is also easier when you know the user’s journey. As well as eliminate the negative aspects that affect the sales.

Before building the customer journey map our UX designer conducts in-depth user interviews. These interviews allowed us to define customers’ profiles. Their gains and pains. What they lack now and might need in the app.

Applying the interview insights, we create detailed user journey map:

What is an In-depth Interview

An in-depth interview is a qualitative research method. It implies a conversation between two or (rarely) three people. The interviewee is a customer or user. Depending on the situation, there could be two interviewees. But this is very rare. The interviewer(s) is the company’s representative(s). If there are two interviewers one of them usually takes notes and doesn’t ask the questions. The interviews are of course recorded so you could analyze them later.

The subject of the conversation is the experience of solving the problem your product or service is meant to solve. The goal is to find the unembellished truth from the customer. The real state of things, not assumptions. You need the user to tell you their real pains, where exactly the issues occur, and why.

What makes an interview an in-depth one? The length of the conversation. It usually takes from 1,5 to 4 hours . The in-depth interview is meant to get first-hand knowledge of the REAL user experience . The conversation is not about your product or service. It’s about your user and their experience. And it takes time to delve deeper and truly understand that.

What the conversation allows to discover:

pain points;
behavioral patterns;
expectations.

Who to Talk to

Who you interview depends on the idea you have in a discovery of your project. Or the hypothesis you are validating. Your goal is to get as complete a picture as possible. So the more diverse sources of information you can get the better. But if you are interested in the experience of a particular type of customer it makes sense to ask that particular group and no one else.

For example, your focus is on the customers that pay more than $100 a month. Use your analytics tools to single them out. Then contact all of those people and nicely ask if they would like to be interviewed. About 5-10% will agree to talk to you.

And if your focus engulfs the whole user base you need to ask as many different user groups as possible. If you provide a freemium service you can ask paying customers and those who use the service for free. If you run a marketplace you can interview the vendors and the buyers.

To understand what types of customers you have and which of them you need to interview you can create user personas .

How to Conduct the Interview

With a list of questions on hand to refer to you are less likely to forget something important. You will be able to phrase better, clearer questions if you have time to think about them. You will be able to get your team’s feedback on the questions beforehand. And you are likely to feel less stressed while conducting the interview if you come prepared.

Also, make sure to anticipate different responses and come up with follow-up questions.

Which questions NOT to ask

1. Leading Questions:

What do you like about our service?
Why do you use our service?
How would this save your time?
How does this affect your productivity?

2. Questions that simulate the experience, questions about the future:

Would you use…
Would it be convenient…
Could you imagine…

Don’t ask your interviewees to imagine the experience, appeal to their real experience. If there’s none you need to conduct a usability test first.

3. Closed-ended questions:

Do you use our product daily?
How often do you use our product?

4. Questions that guess the user’s emotions:

Does the word “urgent” make you uneasy?
How do you feel about the word “urgent” in the notification?

5. Questions containing professional jargon:

How would you describe the experience of choosing bundles on the website?
How would you describe the experience of choosing the paid services on the website?

Which questions are good to ask

1. Dialogue provoking questions that will lead the customer to tell their story.

2. Questions about the real experience. It’s imperative you ask questions about the real things that really happened. Not hypotheticals that could happen. It’s ok for the customers to have limited knowledge. They can forget some things or don’t have the experience you are asking about, it’s ok too.

Interview structure

You need to make your interviewee comfortable, build a rapport with them. So starting with lightweight, simple, and friendly questions is a good idea. Generally, we divide an interview into these stages:

Stage 1. Empathy and contextualization . Here we ask questions like:

Tell us a bit about your day/yourself.
When, where, and how do you use the product/service?
What is your experience with using the product/service?
How did you start using the product/service?
What do you think about the brand/product/service?

Stage 2. Evaluation of the present. We proceed to the questions like:

Could you describe your latest experience with every detail?
What did you like/not like?
What was good/bad?

Stage 3. Dreams of the future. It’s time to enquire:

What does the perfect product/service looks like for you?
If you were the owner of this brand what would you change?

Analyzing the Interview Results for Building a Customer Journey Map

It’s important to understand that data analysis won’t give you ready solutions for the problems you need to fix. What it will give you are the answers to the research questions or goals.

There are a number of frameworks and tools you can use the gathered data for:

Customer journey map (CJM)
Point of view (POV)
Jobs to be Done (JTBD)
Value proposition canvas (VPC)
How Might We (HMW)

Since we are focused on CJM here and the article is long as it is, let’s not delve into details on other frameworks. But we strongly recommend reading upon them as well.

The research questions already hint at the way to organize the data you received from your users.

What is the flow for users in a specific category? → CJM
What motivates the customers to use the service/product? → POV, JTBD, VPC
How can we improve the current experience for users in a specific category? → CJM, VPC
What hinders the customers while using the service/product? What blockers are there? → Pains, JTBD, POV
Do customers understand the new/specific feature? Are they interested in it? → VPC, CJM
Does the feature affect the choice of an item? → CJM, VPC
What makes the offer relevant to the user? → POV

Analysis process

This is a rather straightforward process. First, we need to digest the information we received. Here we listen to the records we made, read through transcripts and notes.

The next stage of analysis is a discussion. We discuss with the team the insights we received from the customers. And the notes we made while digesting the info. Tools like affinity diagrams are a great help at this stage. At this stage, we also create further notes. We write down all the pains, gains, and jobs we were able to pick out. Then we categorize the insights.

Clasterization comes next. We search the customers’ answers for patterns. We need to find pains/gains/jobs/insights/routines common for at least 3 interviewed customers.

Finally, we structure the data into the framework we’ve chosen to work with (CJM, VPC, POV, HMW, etc.).

Well, as you can see CJM and in-depth interviews are amazing methods. They help you gain insights and deliver better products. A truly product-oriented company doesn’t make whatever it wants, it creates exactly what the users need. If you are looking for such a company, we’re just one call away !

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Journey mapping: 9 frequently asked questions.

April 7, 2019 2019-04-07

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Journey maps are a great tool to create organizational alignment on the holistic customer experience. In our workshop-style j ourney-mapping course , attendees have raised several thoughtful questions about journey mapping. This article answers nine such common questions.

1. How many customer-journey maps do I need? Do I need a customer-journey map for every persona or customer segment?

There is no hard and fast rule for how many journey maps you should create. Journey mapping, as a process, is beneficial because it creates a shared vision among team members. In general, the more focused your customer journey map is, the better. Journey maps that focus on one persona in one scenario tell a clear story.

Journey maps should always include a point of view — an actor. Actors usually align with personas , which results in mapped actions rooted in data. For this reason, you should create separate journey maps for different personas or customer segments. For example, for a health-management tool, you might choose to map provider or patient actions; each would result in very different journeys.

Journey maps are best for scenarios that describe a sequence of events. You might want to map multiple scenarios for one persona, depending on your project goals. For example, in our health-management tool example, you may want to create several different maps for a patient actor: one for registering for an account, one for receiving care, and another for reviewing followup instructions. You will need to prioritize personas, as well as scenarios, in order to focus on the right journeys for your project.

2. How can I convince stakeholders that journey mapping is a valuable use of resources?

Journey mapping requires people from different specialties and departments to work together, and for that reason, it can be challenging to get commitment and buy-in from all necessary parties. To combat this hesitation, you must involve stakeholders from the start . Identify stakeholders whose knowledge will be instrumental along the way and whose help you might need once opportunities for improvement begin to surface.

When meeting with stakeholders, you’ll need to explain the value of journey mapping and what you hope to accomplish. Through journey mapping, organizations can:

Shift to a customer-centered focus, designing for an integrated journey as opposed to simply creating standalone features

Align team members on customer actions and expectations

Create accountability by visualizing which departments own certain touchpoints

Prioritize problems that occur most often

After you’ve built your business case and received project approval, be sure to continuously involve stakeholders to maintain their support. Their knowledge is valuable, and you need their insight to focus your research.

3. Who should be involved in the process?

The practice of journey mapping, not the visualization itself, is often the most valuable part of the process, so it should be collaborative. The practice forces conversations and results in the entire team sharing an aligned mental model. A shared vision is integral to reaching agreement on how to improve the customer experience.

You’ll need the help of marketing, customer services, sales, and related teams to gather your internal research. These teams hold important knowledge about the customer journey. Additionally, you need executives and senior management (i.e. the people with the authority to make changes) involved in the process. Management often has the least amount of exposure to the customer, so it’ll benefit from the new shared knowledge.

4. How much time should I spend on creating a customer-journey map?

Journey maps are flexible, and they can fit almost any project budget or timeframe. The amount of time you spend creating a journey map depends on the method (e.g., research-first or hypothesis-first). These methods differ greatly in scope and time required.

Research-first approach : Deep customer insights are gathered before mapping the customer journey. The process may take anywhere from 3 to 12 weeks to gather the research, plus time for data analysis and stakeholder readouts.

Hypothesis-first approach : You conduct a 1–2-day workshop with internal stakeholders; this workshop results in a hypothesis journey map based on existing knowledge and assumptions. This approach should be followed up with research to validate the draft, and ideally also by a review workshop to modify the map based on the inevitable discrepancies between hypothesis and reality that you’ll discover in the research.

If you already have a deep knowledge of a particularly well-known and time-sensitive problem, there is a third option: a quick-fire approach . In this case, you could hold a 60–90-minute working session to create a rapid visualization of the problem.

It’s up to you to select which method (and thus, time frame) best fits your situation. Consider the business goals of journey mapping, your constraints and resources, company culture, and stakeholder personalities.

5. Where do I get research for a customer-journey map?

Journey mapping requires qualitative research and your visualization should be based on real data. You need to observe customers’ real behavior and hear from them first hand. Usability methods like contextual inquiry , interviews , and diary studies are great for collecting the insights needed for mapping customer journeys.

Before conducting any new research, you should gather existing data . Get information from departments with direct interactions with customers. Use this information to create a hypothesis map and note gaps where there is no existing data; the hypothesis map can shape your research direction. When sharing the hypothesis map, be sure to call it what it is: a hypothesis that has yet to be validated by data (which you’ll collect next).

As you plan your external research, use a multipronged approach and combine the previously mentioned methods. Throughout your research, be sure to share your findings with the team to keep them informed and engaged.

Once qualitative data has been gathered, you can also supplement your findings with quantitative data from analytics or marketing research.

6. Should customer-journey maps be used for evaluating current-state experiences or designing ideal-state experiences?

Journey mapping often reveals gaps and areas of friction in current-state experiences; however, it can also be a useful tool to design ideal-state experiences.

When mapping current-state journeys, you must gather qualitative research about how your customers currently perceive their interactions with your organization. This type of mapping relies on research methods that allow you to gather as much first-hand information as possible, (for example, customer interviews, contextual-inquiry studies, and diary studies).

Future-state journeys may require you to evaluate customer experiences of a competitor. This information will reveal areas where your organization can beat the competition or where your competitors already get things right. In this approach, you’ll need to conduct customer interviews to uncover user needs.

It’s commonly beneficial to map both the current- and future-state experiences in tandem. You could map the future-state experience of a new product, then create a current-state experience after the product is implemented, to evaluate your work. Alternatively, you could overlay the emotional journey from a current-state map onto a future-state map to emphasize the areas that need to be improved and optimized.

7. I work for a nonprofit. How does customer-journey mapping apply to my organization?

At the heart of the customer lifecycle, there is typically a point of conversion where the customer makes a purchase decision. In the nonprofit world, the point of conversion is when your site visitor decides to support your organization. Instead of being customer-centric, you’re likely donor-centric.

Whether you’re working at a B2B, B2C, or nonprofit, journey mapping is the same . In either environment, you must prioritize your actors and scenarios. For a nonprofit, your first journey map may be a donor persona who decides to make her first contribution to your organization.

A similar answer applies if you’re a government agency . We may use the term “customer-journey mapping”, but you should take a broader view and consider your target audience as “customers” whether you sell them something or not.

8. What considerations are needed for remote teams?

Journey mapping doesn’t exclude remote teams. However, common struggles of journey mapping (i.e. building buy-in and difficulty iterating) are often elevated in remote-work environments.

In order to start a journey-mapping project, you must get multiple departments communicating and working together. Though often best accomplished in in-person meetings, for remote teams a conference call is still better than an email chain.

The end of a journey-mapping project does not mean that the map is final (see above about future-state and current-state maps). Journey maps should be iterated so the map matches the current experience, even after system changes have been made. For remote teams, selecting a tool that allows easy editing and commenting is crucial. In a previous article on remote customer-journey mapping , we outlined 3 levels of digital journey-mapping tools as well as factors to consider when selecting the right tool for your team.

9. What should I use to create the visualization?

Before even beginning to consider the aesthetics of your map, make sure you’ve synthesized your data. A visual-first mindset can lead to a beautiful yet flawed journey map.

No matter the tool, ensure that the platform allows for easy access to view and share . Don’t select a tool that only half your team can access. Give special consideration to tools that allow for collaborative work, so team members can comment and edit the document alongside one another.

The list of tools that professionals use to create journey maps is always growing. Classic tools like Microsoft PowerPoint or Visio ensure that most team members will have access to them; however, they lack live collaboration and risk that team members will not have the latest version of the document. On the other hand, online tools like Mural or Smaply allow for co-creation and easy-to-access digital artifacts, but nonUX professionals are likely less familiar with these tools and will need to gain proficiency with the new interface.

When considering which tool is best for your project, think about your team size and how dispersed it is, whether you’re integrating additional data, and of course, budget.

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Journey builder interview prep | salesforce marketing cloud.

From the Laptop 💻 of Kaelan Moss

Re: How to answer Journey Builder interview questions without stress.

Man working on laptop with ocean view, face unseen

Do you know why most people are scared to do Marketing Cloud interviews?

They don't know how to answer Journey Builder interview questions .

Here's the problem:

Talking about Journey Builder experience in an interview is hard.

Which means - You could miss out on your dream job.

This is true for both newbies and experienced pros.

But there's good news.

Let me introduce you to the...

Journey Builder Interview Prep Toolkit

male and female ready for interview with Marketing Cloud Journey Builder interview prep.

What's in the interview prep toolkit?

11 Journey Builder Interview Questions & Answers

How Journey Builder Works

Journey builder resources.

When you use the Journey Builder Interview Prep Toolkit...

You'll be able to talk about Journey Builder with confidence (in ANY interview).

Whether you're:

Just starting out...

Or you're looking to polish your skills...

The Journey Builder Interview Prep Toolkit is your ticket to answering Journey Builder interview questions.

But before I get ahead of myself...

Why should you trust the

Journey Builder Interview Prep Toolkit?

This toolkit has the exact Journey Builder questions that Marketing Cloud hiring managers ask.

This toolkit has helped other people land high-paying Marketing Cloud jobs.

This toolkit helps me anytime I get Journey Builder questions .

You Can Prepare For

Journey builder interview questions.

(With The Right Toolkit)

People who use interview prep tools are more likely to receive a job offer.

Hiring managers are impressed by people who come to interviews with a strong understanding of the tools they'll be using in the job.

salesforce marketing cloud hiring manager job interview prep

The difference between an average interview and an outstanding one is often preparation.

If you're gearing up for a job interview...

And Journey Builder is on your study list...

You've hit the jackpot with this post.

Let's dive in and get you ready to impress!

11 Journey Builder

Interview questions & answers.

Interviews can be tough, but we've got you covered.

Expect questions on how you've used Journey Builder to solve marketing challenges or manage customer journeys.

We'll go through 11 Journey Builder interview questions.

You'll get sample answers that give you:

Technical knowledge

And strategies on how to respond]

Let's get started!

Question #1 :

Can you describe your experience with journey builder and your role while using it in the past.

Professional enhancing engagement with Journey Builder.

Framework for How to Respond:

Provide Context: Start by briefly explaining your previous roles and the organizations you've worked for.

Highlight Responsibilities: Describe your responsibilities related to Journey Builder.

Discuss Achievements: Share any notable achievements or projects where you used Journey Builder.

Sample Response using the Framework:

"In my previous positions, I worked with Journey Builder quite a bit.

For example, in my role at [Previous Company], I was responsible for designing and executing customer journeys using Journey Builder.

One of the key achievements during that time was increasing email engagement rates by 25% through targeted customer journeys connected with Salesforce CRM Data ."

Tips to Think Deeper:

Provide specific examples of projects or campaigns you worked on using Journey Builder.

Quantify your achievements whenever possible to show the impact of your work.

Highlight any relevant certifications or training you've completed related to Journey Builder.

Question #2 :

What strategies do you use when creating customer segments in journey builder to create targeted marketing campaigns.

Analyst creating targeted segments in Journey Builder.

Explain Strategy: Describe your mindset when you create customer segments with SQL or Data Filters .

Highlight Customization: Explain how you tailor marketing campaigns based on these personas and segments.

Mention Outcomes: If possible, share results achieved through these strategies.

"When developing customer segments in Journey Builder, my strategy involves data analysis and lots of research.

I create detailed customer segments while considering demographics, behavior, and customer preferences.

Then, I customize Journey Builder campaigns to make sure they fit the specific needs and interests of each segment based on the data we store in data extensions.

This approach has led to a 20% increase in conversion rates in my previous role at [company name]."

Discuss how you gather and analyze data to create customer segments.

Mention any tools or technologies you use to enhance your segmentation efforts (Things like ChatGPT).

Share examples of how your targeted journey builder campaigns engaged different parts of your customer database.

Question #3 :

Could you share an example of a successful customer journey you created using journey builder what results did it achieve.

Marketer presenting successful Journey Builder project.

Introduce the Project: Briefly describe a previous Journey Builder project.

Explain Key Components: Highlight the essential components and strategies used when creating the journey.

Discuss Outcomes: Share the results and impact of the customer journey.

"In a previous role at [Previous Company], I created a successful customer journey using Journey Builder.

The purpose of the journey was to:

Onboard new customers.

Increase their engagement.

Key components of the journey included:

Personalized email sequences

Automated triggers based on user behavior

Dynamic content thanks to AMPscript

As a result, we saw a 30% increase in user engagement and a 25% reduction in customer churn."

Share the challenges you faced during the project and how you overcame them.

Provide details about the specific elements of the customer journey, such as entry sources, emails, triggers, goals, and content.

Talk about anything you're doing to keep the journey running smoothly.

Question #4 :

How do you make sure that the journeys you design align with the marketing goals of the company.

Professional aligning journeys with marketing goals.

Explain Alignment: Describe your approach to aligning customer journeys with marketing strategy and goals.

Provide Examples: Share specific instances where you successfully ensured alignment.

Show Flexibility: Discuss your adaptability when the marketing strategy evolves.

"I ensure alignment between the journeys we build and the company's marketing goals by regularly collaborating with the marketing team and business stakeholders.

I review the marketing strategy thoroughly to identify key goals and objectives.

For instance, in my previous role, I adjusted our customer journeys to align with a new product launch, which resulted in a 40% increase in product adoption within the first month."

Describe your communication and collaboration methods with cross-functional teams. And how often you meet with them.

Share examples of a time when you adapted a journey to align with changing marketing goals at the company.

Highlight your ability to stay agile and responsive to evolving strategies and priorities.

Question #5 :

Have you seen any data integration or data quality issues using journey builder how did you handle it.

Professional solving data issues in Journey Builder.

Describe the Challenge: Explain the specific data integration or quality challenge.

Detail Your Approach: Share the steps you took to overcome the challenge.

Highlight Outcomes: Discuss the results or improvements you achieved.

"In my previous role, we encountered challenges with data quality when integrating external data sources into Journey Builder.

Some data was inconsistent and needed to be cleaned.

To solve the issue, I:

Created data validation processes

Conducted regular data audits

Collaborated with our IT team to improve data quality.

As a result, we saw a 15% reduction in data errors and more accurate targeting in our campaigns."

Give examples of data integration tools or techniques you used.

Talk about any automation or data validation processes you built out.

Explain how data quality improvements positively impacted the way your journey performed.

Question #6 :

How do you personalize content in journey builder.

female learning Journey Builder in home office.

Explain Personalization Methods: Describe the strategies and techniques you use for personalization. (Like Dynamic Content , Personalization Strings , SQL , SSJS , GTL , and AMPscript )

Provide Examples: Share specific instances where personalization led to improved engagement.

Discuss Data Utilization: Explain how you leverage customer data for personalization.

"I use dynamic content, engagement splits, AMPscript, and decision splits in Journey Builder to personalize conversations and content.

For example, I've created personalized product recommendations based on past purchases, resulting in a 20% increase in cross-selling.

We created a SQL query activity with an INNER JOIN and an AMPscript LookupRows Function to find the data.

Additionally, I work with data analysts to track customer data like browsing history from Google Analytics to tailor email content and timing, leading to higher open and click-through rates."

Discuss the importance of data privacy and compliance when personalizing communication.

Share how you analyze and refine your personalization strategies.

Mention any A/B testing or experimentation related to personalization.

Question #7 :

Can you explain your process for testing and optimizing customer journeys in journey builder to improve their performance over time.

female presenting Journey Builder skills in interview.

Detail Testing Process: Explain your approach to testing customer journeys.

Discuss Optimization: Describe how you identify areas for improvement.

Highlight Results: Share examples of how you've improved a journey by optimizing it through multiple versions.

"My process for testing and optimizing journeys begins with A/B testing different elements, such as email subject lines, content, and the time we send messages.

After looking at the results, I find areas for improvement and refine the journeys based on the data we get in our reports.

For example, I recently optimized the time we send a series of emails.

That resulted in a 15% increase in click-through rates over a three-month period."

Discuss the use of analytics and data-driven insights in the optimization process.

Explain how you prioritize optimization efforts based on performance metrics.

Share any strategies for reducing customer fatigue in ongoing journeys.

Question #8 :

How do you handle situations where stakeholders have different opinions about the design or execution of a journey.

Friends discussing Journey Builder in a café.

Acknowledge the Challenge: Acknowledge the presence of differing opinions or conflicts.

Describe Your Approach: Explain how you facilitate communication and decision-making.

Share Outcomes: Discuss how you've successfully resolved conflicts to achieve alignment.

"When faced with different stakeholder opinions, I believe in open and constructive communication.

I schedule meetings to understand each stakeholder's perspective, gather their input, and have discussions to find common ground.

In a recent project, we had conflicting ideas about the content frequency in a journey, but through collaboration and compromise, we reached an agreement that improved overall engagement and reduced unsubscribes."

Provide examples of conflict resolution techniques you've used effectively.

Explain how you balance stakeholder input with Journey Builder best practices.

Mention examples where stakeholder feedback led to innovative improvements.

Question #9 :

Tell us about a time when you had to troubleshoot and resolve technical issues or errors while working with journey builder. how did you approach the problem-solving process.

female using high-tech tools for Journey Builder

Describe the Problem: Explain the technical issue or error you encountered.

Detail Your Approach: Share the steps you took to diagnose and resolve the problem.

Highlight Results: Discuss the successful resolution and its impact.

"In a previous role, we faced an issue where automated emails were not triggering correctly in Journey Builder.

I began by conducting a thorough audit of the journey's settings, making sure that all triggers and criteria were properly configured.

After identifying the root cause, I collaborated with our IT team to implement a solution.

This not only resolved the issue but also increased the accuracy of email sends, resulting in a 10% improvement in email delivery rates."

Discuss any technical skills or knowledge that were crucial in troubleshooting the issue.

Mention your ability to work collaboratively with IT or technical teams to resolve challenges.

Share any preventive measures you implemented to avoid similar issues in the future.

Question #10 :

What metrics and key performance indicators (kpis) do you use to measure the success and effectiveness of journeys.

Diverse classroom with teacher showing Journey Builder.

List Relevant Metrics: Provide a list of key metrics and KPIs you use.

Explain Their Significance: Discuss why each metric is important for measuring success.

Share Results: Provide examples of how these metrics have informed your decision-making.

"I use a range of metrics and KPIs to measure the success of customer journeys in Journey Builder.

These include:

Click-through rates

Conversion rates

Customer retention

Open rates help assess email engagement, while conversion rates show how effective the journey is.

Recently, by optimizing our customer journeys based on these metrics, we achieved a 25% increase in overall campaign ROI."

Explain how you set benchmarks or targets for these metrics based on your company's goals.

Talk about times when you used these metrics to make data-driven decisions.

Discuss the use of advanced analytics or reporting tools for deeper insights.

Question #11 :

Can you provide an example of a project where you had to adapt quickly to changing market conditions or customer preferences and how journey builder played a role in this adaptability.

female practicing interview with Journey Builder folder.

Describe the Situation: Explain the changing market conditions or customer preferences.

Detail Your Adaptation: Share how you adapted the customer journey using Journey Builder.

Highlight Impact: Discuss the results or benefits of your adaptability.

Sample Response:

"In a previous role, we faced a situation where customer preferences shifted rapidly due to a new market trend.

Journey Builder played a crucial role in our adaptability.

We quickly modified our email content and triggers to align with the trend.

This led to a 20% increase in engagement and positioned us as a responsive and customer-focused brand in the market."

Explain your process for monitoring and identifying changing market conditions.

Discuss how you collaborate with cross-functional teams to implement rapid adaptations.

Share insights into your ability to stay agile and innovative in response to market shifts.

You now have a list of Journey Builder interview questions.

Let's make sure you know what Journey Builder is.

And more importantly...

How it works.

Understanding the Basics

At its core, Journey Builder is like a digital wizard that helps companies create and manage their marketing campaigns.

Imagine it as a tool that guides customers on a personalized adventure with a brand.

From the very first "hello" to every interaction along the way.

Journey Builder makes it easy to create and manage customer journeys.

Here's how:

Visual Journey Mapping:

Journey Builder offers a visual canvas where you can design your marketing campaigns step by step.

It's like drawing a map of the adventure you want your customers to experience.

Journey Builder Abandoned Cart Journey in marketing cloud

Entry Sources:

You can choose how customers enter your journey.

It could be when they:

Make a purchase

Or take any action you want to track.

With entry sources, you're deciding where (and how) the journey begins.

Journey Builder Entry Sources marketing cloud

Creating Customer Journeys

Journey Builder isn't just about sending random messages to customers.

It's like creating a map for a fantastic journey where each step is carefully planned.

Woman planning customer journey with detailed map.

Journeys can include:

Social media

Text messages

Mobile App Messages

Creating engaging customer journeys is what Journey Builder is about.

Here's how to make it happen:

Message Activities:

Think of activities like the actions you want your customers to take along the journey.

You can send emails, update data, wait for certain triggers, and more.

It's like planning all the fun stops on an adventure.

journey builder message activities marketing cloud

Split Activities:

These are like the forks in the road during your customer's journey.

You can use data and behavior to decide which path your customers should take.

It's like tailoring the journey based on their preferences.

flow activities in journey builder marketing cloud

Personalization at Its Best

One of Journey Builder's superpowers is personalization.

It's like having a magical wand that allows you to tailor messages and experiences for each customer.

This means that what one customer receives might be different from what another customer gets, all based on their interests and actions .

Journey Builder is great at personalization, making every customer feel special.

Here's how to achieve personalization at its best:

Dynamic Content:

With dynamic content, you can show different messages or offers to different customers within the same email.

It's like tailoring a gift to each person's taste.

Dynamic content block content builder marketing cloud

Data Extensions:

Journey Builder allows you to store and use customer data in smart ways.

You can use this data to customize messages and make them more relevant.

It's like knowing your customers' favorite colors and giving them exactly what they like.

salesforce marketing cloud data extension

AMPscript: Your Key to Advanced Personalization

AMPscript takes personalization in Journey Builder to a whole new level.

Think of AMPscript as your behind-the-scenes worker bee, working its magic to create incredibly personalized experiences for each customer.

What AMPscript Does :

AMPscript is a scripting language that allows you to insert highly personalized content into your messages.

Whether it's

or push notifications,

AMPscript can dynamically change what content a customer sees - based on their unique preferences and behavior.

Marketer creating personalized content with AMPscript.

The Magic of Real-Time Customization :

With AMPscript, you're not just sending out static messages.

You're crafting real-time, dynamic content.

Imagine a customer receives an email, and the content they see is tailored based on their most recent interaction with your website or their last purchase.

That's the power of AMPscript!

Personalization Beyond the Basics :

Beyond just using names or locations, AMPscript can pull complex data from your customer database.

It can use:

Past purchase history

Browsing behavior,

Or any other specific customer data you have

To create a message that resonates on a personal level.

Scenario Example :

For example:

If you're a retailer, AMPscript can help you send an email that showcases products similar to what a customer recently browsed on your site.

Or, if you're in services, it can customize appointment reminders based on a customer's preferred time and location.

Customer amazed by personalized AMPscript email.

Boost Engagement and Conversion :

By using AMPscript, Journey Builder becomes a personalized marketing powerhouse.

This leads to:

Higher engagement rates

Better customer satisfaction

And ultimately, increased conversion and loyalty.

Using AMPscript in your Journey Builder campaigns means you're speaking directly to your customers (in real time).

In a language that speaks to their SPECIFIC needs and preferences.

Seamless Integration

Journey Builder doesn't work alone; it's like a team player.

It can connect and work together with other tools and data sources within a company's marketing toolkit.

This means it can share information and make sure everything runs smoothly

Here's how to ensure seamless integration:

API Integrations:

Journey Builder can connect with other software and tools using APIs.

This means it can talk to your email platform, CRM system, or any other tool you use.

It's like having a translator that helps different tools understand each other.

Journey Builder as hub in high-tech control room.

Salesforce Data Sharing:

Journey Builder can share data with other Salesforce clouds.

This is done through Marketing Cloud Connect.

When you set Marketing Cloud Connect up, you can send data from Salesforce to Marketing Cloud.

And you can send data back to Salesforce directly from Journey Builder.

Check out all the cool Journey Builder Salesforce activities here .

This ensures that all parts of your marketing strategy work in harmony.

By using these Journey Builder features, you can:

Create engaging customer journeys

Achieve personalization

And seamlessly integrate it into your marketing toolbox

For incredible customer experiences.

After diving into Journey Builder interview questions and understanding how it works, you're well on your way to interview success.

To boost your preparation, here are 5 valuable resources:

1. Salesforce Trailhead Modules

Studious individual learning Journey Builder on Trailhead.

Dive into Salesforce's learning platform, Trailhead, for modules on Journey Builder.

These lessons range from beginner to advanced levels.

Why Trailhead is Helpful :

Trailhead offers challenges that simulate real-world scenarios, helping you apply what you've learned.

Here's a Journey Builder Trail to study:

Manage Campaigns with Journey Builder

2. Official Salesforce Documentation

Person studying Salesforce documentation on Journey Builder.

Explore the official Salesforce documentation for in-depth knowledge about Journey Builder.

Help docs give you detailed explanations of:

Best practices

And updates

Straight from the source.

Start here with Journey Builder help docs:

Journeys and Messages

3. YouTube Tutorials

Viewer learning Journey Builder from YouTube tutorial.

YouTube channels dedicated to Salesforce training provide visual and easy-to-follow guides on various aspects of Journey Builder.

Interactive Learning :

Video tutorials are great for visual learners and often include step-by-step processes.

Cameron Robert has a good video on Journey Builder here .

Introduction to Journey Builder in Salesforce Marketing Cloud

4. Mock Interviews and Interview Question Banks

Studying for Marketing Cloud interview with online tests.

To familiarize yourself with the format and style of typical interview questions and find out if you're ready for your interview.

Where to Find :

Mock Interviews & question banks allow you to practice real interview scenarios.

Click here for Marketing Cloud Interview Prep 1:1 Coaching

Click here for a list of 17 Marketing Cloud Interview questions

5. Personal Projects

Engaged in hands-on Journey Builder project.

Get Hands-On :

If you have access to Marketing Cloud...

Apply your knowledge by working on personal projects or simulations using Journey Builder.

Real-World Application :

This approach helps you understand practical challenges and solutions, making your learning experience more tangible.

These 5 resources will help you:

Prepare for Journey Builder interviews.

Deepen your overall understanding of the platform.

Enhancing your skills as a digital marketer.

Remember, consistent learning and practice with Journey Builder are your keys to success.

Wrapping Up:

Your path to journey builder mastery.

As we reach the end of this toolkit, remember that mastering Journey Builder and acing your interview is a journey in itself.

It requires dedication, practice, and a willingness to delve deep into the nuances of this powerful tool.

But the effort is well worth it.

Not only will you stand out in your interviews, but you'll also gain skills that are highly valued in the world of digital marketing.

The resources and insights shared here are your roadmap.

Use them to navigate through the complexities of Journey Builder, and don't hesitate to explore further and keep learning.

The world of digital marketing is ever-evolving, and staying ahead means continuously adapting and expanding your knowledge.

Most importantly, believe in yourself.

Each step you take in learning and practicing with Journey Builder brings you closer to your goal.

Whether you're a newbie or an experienced pro, your journey to becoming a Journey Builder expert is a path filled with opportunities for growth and success.

So go ahead, take what you've learned, and make your mark in your next interview.

You've got this!

Kaelan Moss - MinuteAdmin Out ✌🏽

PS - Want 1:1 Coaching?

We've got you covered.

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3 steps to go from customer interviews to a customer journey map

All marketers have been there: You know you need to build a customer journey map to align your entire marketing team on a customer-centric experience. You did the work to understand your customer — what are their pain points? Where do they seek out information? What tools do they use? You have gathered quantitative metrics, as well as conducted over a dozen customer interviews to collect qualitative data. But now it’s time for the hard part: bringing all of it together to create a customer journey map.

Synthesizing all of this data into a useful customer journey map can seem daunting. There are so many stakeholders involved, a range of varying inputs, and even different tools that have been used to collect all of this information. But fear not: with Miro’s practical, accessible approach to customer journey mapping, the process is made simple, even for those of us who are not anthropologists.

Simply follow these three steps to build a great customer journey map.

Shipra has been running workshops for two decades. Before coming to Miro, she lended her expertise to companies like Upwork, Apple, and Microsoft. She’s passionate about running engaging meetings and helping teams generate better solutions than any single person could achieve on their own.

1. Envision your end result

Qualitative research can generate tons of insights, and it can be tempting to hold onto all these nuggets because they each feel important. But the truth is, you really only need to capture the most important, relevant information. That’s where the art of synthesis comes in.

The first step is to pick a customer journey map template . This will provide structure and focus for your synthesis. Once you know what your finish line looks like, you can zero in on relevant information and confidently ignore data that doesn’t fit your framework.

How to pick your journey framework:

Revisit your goals for creating a customer journey map, and remind yourself about the types of outcomes that will be actionable for you and your team.
Look at some examples of journey maps online, collect the 4-5 that resonate with you on a Miro mood board for inspiration, and select one to use. Here is my favorite journey template.
Modify the rows of the template to capture the pieces of information that are most interesting to you and your team that will help you reach your goals.
Enter the phases of the journey you want to capture into the columns at the top. It’s ok to start with your gut feeling, and add or combine phases as you proceed along your synthesis.

See how Miro empowers marketing teams

A reminder: Pick your template early, but stay flexible. You can always add additional rows or columns as needed.

2. Get messy with the data, but stay within your framework

Now it is time to synthesize and get messy. Throw all your data on the board, and identify the salient points. Sorting through all the information might make you feel like you’re going nowhere at first, but stay the course and you will eventually start to see trends and themes emerge. Here are some tips for the synthesis phase:

Transcribe all your interviews. Zoom has an auto-transcription option, or you can use services like rev.com.
Read through the interviews one-by-one. Every time you see an interesting quote, copy and paste it into a sticky note and add it to the appropriate box in your journey map.
After reading through 4-5 interviews, go into your journey map and group similar sticky notes to find high-level insights. You may have some miscellaneous insights that require creating new rows or phases on your journey map. Modify your map structure if needed.
As you read through your other interviews, only add a sticky note to your journey map if you find new information or some conflicting quotes.
Finish with another round of grouping any wayward stickies, writing new insights or editing previous insights based on your new knowledge.
3. Edit, edit, edit: clean up and share

No journey map can accurately represent every possible customer story.

The purpose of the journey map is to provide an abstracted, simplified, and somewhat linear version of your customer experience in order to help drive internal strategy and discussions.

Trust your editorial instincts to focus the map on the most salient points. The simpler your journey map is, the easier it will be to inspire action and roadmaps that matter. Here’s how to get your journey map ready to share with your entire team:

Make a copy of your journey template (so you don’t lose your beautifully messy synthesis work).
Delete redundant information and keep only key insights on this new map. Be ruthless.
Share with some of your colleagues asynchronously and ask them to review and add comments. Their questions will help you ensure that you are providing the right level of context, and that your writing is crisp and comprehensive.

Remember, no customer journey map is ever “finished.” Maintain your journey map as a living document by getting your team to comment on it, add opportunities to it, brainstorm any identified problems, and update the phases regularly.

Embed your living journey maps where your team documents work, such as Microsoft teams or Confluence, with Miro’s Live Embed integration . This way everyone will stay aligned and documentation will always be up-to-date.

Customer journey maps are an engaging visual way to align your team, frame customer problems and brainstorm solutions. Building one of these might look daunting at first, but using Miro can make the process easier (and more fun!). Find a customer journey mapping tool that meets your needs, and enjoy the freedom of using Miro’s infinite canvas to analyze and present your findings.

Marketing teams across the world rely on Miro to build journey maps and get work done.

Miro is your team's visual platform to connect, collaborate, and create — together..

Join millions of users that collaborate from all over the planet using Miro.

Keep reading

Finding your fit: how to get started with hybrid agile.

How to streamline processes to make your org more efficient

From chaos to clarity: How project workflows lead to success

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How to Share Your Professional Journey in an Interview

Job Interview Insights

During a job interview, it’s common for interviewers to ask questions about a candidate’s professional journey.

This includes questions about their previous work experiences, career goals, and the skills they’ve developed along the way. Sharing your professional journey can be a powerful way to demonstrate your qualifications, highlight your achievements, and build rapport with the interviewer.

However, talking about your professional journey in an interview can be a daunting task, especially if you’re not sure how to structure your response or what information to include.

In this article, we’ll provide you with some tips and strategies for sharing your professional journey in an interview, including how to prepare in advance, what to focus on during the interview, and how to effectively communicate your experiences and achievements.

Whether you’re a recent graduate or an experienced professional, these tips will help you showcase your unique story and stand out as a top candidate for the job.

So, let’s get into it shall we?

Reflect on Your Professional Experiences

Before you can share your professional journey, it is essential to reflect on your past experiences. Take some time to review your resume, focusing on the major milestones and achievements throughout your career.

Consider what you have learned from each role, the challenges you faced, and the skills you developed. This reflection will help you identify the key moments that shaped your career and allow you to discuss them confidently during an interview.

This reflection is also important from another perspective, it shows your hiring manager to see that you are an honest person who is quite forth coming, these are both great traits to have!

Another thing to keep in mind is that as you reflect on your professional experiences, it’s important to think about your long-term career goals and how your previous experiences have helped you get closer to achieving them.

This can include opportunities for growth and development, as well as challenges and setbacks that have taught you valuable lessons. By reflecting on both the highs and lows of your professional journey, you’ll be able to communicate a well-rounded and authentic story that highlights your unique strengths and qualifications.

Choose Relevant Stories

The second thing on our list here is choosing relevant stories, but what does that mean?

When talking about your professional career in a job interview, choosing relevant stories is crucial, because you don’t want to say just whatever.

Sharing stories that demonstrate your skills and experiences can help the interviewer understand your capabilities and assess whether you’re a good fit for the job.

However, it’s important to choose stories that are relevant to the position you’re applying for and the company culture.

To choose relevant stories, start by reviewing the job description and researching the company. This will help you understand the key skills and qualities that are required for the job, as well as the company’s mission and values.

Once you have a clear understanding of what the interviewer is looking for, you can select stories that demonstrate your relevant experience and align with the company’s culture and values.

When selecting stories to share in the interview, be sure to focus on the positive aspects of your experiences. This includes highlighting achievements and successes, as well as lessons learned from challenges or setbacks.

Choose stories that demonstrate your problem-solving skills, communication abilities, and teamwork, as these are qualities that are highly valued in many industries.

By choosing relevant and positive stories, you’ll be able to make a strong impression on the interviewer and demonstrate your potential as a valuable addition to the team.

Craft a compelling narrative

This goes hand in hand with the relevant stories you would have chosen because without tying those with a solid compelling narrative, it is almost as though you will allow for gaps in your story about your professional carrier.

This is because crafting your own compelling narrative is another excellent way to reel whoever is interviewing you in your story and give them something for their brain to latch on to. Doing this will allow you to talk about your professional career in a job interview.

A well-crafted narrative can help you present yourself in a way that is very clear, concise, and memorable. This makes it very easy for your interviewer to recognize your experiences and qualifications. To achieve this, you need to sell a version of this narrative that is not only relevant but engaging too.

So, you must be wondering how you can do that. Well, to start crafting your narrative, consider what you want the interviewer to know about you and your professional journey.

This can include your career goals, key achievements, and the unique skills and qualities that set you apart from other candidates.

Think about the challenges you’ve faced and the lessons you’ve learned along the way, as well as the people who have influenced and supported you throughout your career.

When crafting your narrative, it’s important to keep it concise and focused. Choose a few key themes or experiences that you want to highlight and structure your story around those themes.

Use clear and descriptive language to help the interviewer visualize your experiences and include specific examples that demonstrate your skills and accomplishments.

If you correctly craft a compelling and well-structured narrative, you’ll be able to showcase your strengths and qualifications in a way that resonates with the interviewer and helps you stand out as a top candidate for the job.

Be Concise and Engaging

When you are crafting a compelling narrative or creating an engaging storyline, this does not mean you should keep every detail in there, because not every detail is relevant to what you are trying to achieve!

You want to make sure you convey the most important information about your skills, experience, and achievements without overwhelming the interviewer with unnecessary details. By being concise and engaging, you can ensure that the interviewer remains interested and focused on your responses.

One effective way to be concise and engaging is to use the STAR method when answering behavioral questions. STAR stands for Situation, Task, Action, and Result. This approach involves briefly describing the situation you were in, the task you needed to accomplish, the action you took to accomplish it, and the result of your actions. This approach allows you to give a clear and concise answer while still providing enough detail to demonstrate your skills and experience.

Another way to be concise and engaging is to use storytelling techniques. Stories are a powerful way to connect with the interviewer and make your experiences more memorable. Start by choosing a relevant experience or achievement, and then craft a story around it. Use vivid language and imagery to help the interviewer visualize the situation and the impact you had. Keep the story concise and focused, and make sure it highlights the skills and qualities that are most relevant to the job you’re applying for.

Tell it like a Story

Telling your career journey like a story is a great way to make a lasting impression during a job interview.

This approach allows you to take the interviewer on a journey, showing them how you arrived at your current place in your career. By framing your journey as a story, you can engage the interviewer, highlight your key achievements, and showcase the skills and qualities that make you a great fit for the job.

To tell your career journey like a story, start by identifying the key moments in your career. Think about the experiences and achievements that have had the most significant impact on your professional development.

Once you have a clear idea of these moments, you can start to structure your story around them, using them as anchor points to guide your narrative.

As you tell your story, make sure to highlight your growth and development over time. Discuss the skills you’ve acquired, the challenges you’ve overcome, and the accomplishments you’re most proud of.

Be sure to emphasize how each experience has prepared you for the role you’re applying for and how it aligns with the company’s goals and values.

Final Words

Sharing your professional journey in a job interview can be a daunting task, but with the right approach, it can be a powerful way to showcase your skills, experience, and unique qualities.

By reflecting on your experiences, choosing relevant stories, crafting a compelling narrative, and being concise and engaging, you can make a strong impression on the interviewer and increase your chances of landing the job.

Remember that the key to sharing your professional journey effectively is to be authentic and genuine. Don’t be afraid to share your successes and failures and highlight the lessons you’ve learned along the way. This will help you build a connection with the interviewer and demonstrate that you’re the right fit for the company culture.

With these tips in mind, you’ll be well-prepared to talk about your professional journey in your next job interview.

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Customer Journey Marketer Blog

The Art and Science of Aligning Digital Marketing with the Modern Customer Journey

Gary DeAsi / January 5, 2017

65 Questions for Understanding the B2B Customer Journey

Stages are just half the battle. Get the ultimate list of 65 questions to help you fully understand the B2B customer journey for your customers & business.

When people talk about understanding the B2B customer journey, it seems to me that the majority of the time we tend to do so primarily in the context of stages – the various phases customers encounter at different points throughout their journeys.

As I outlined in a previous article about the stages of the new digital marketing funnel , there’s no question that having a well-defined stages model is absolutely essential for customer journey mapping. It’s a must.

Customer Journey Stages Are Not Enough

Critical as they are, stages models are certainly not all there is to it when it comes to really getting a complete picture of the B2B customer journey. Far from it.

There are many other important variables and considerations that you need to understand that are specific to your business and customers that can drastically change the nature of the path customers take in their journey, the obstacles and barriers they encounter along the way, and thus the marketing approach that should be taken accordingly.

At SmartBear, our customer journeys varied incredibly across all of our different products, markets and audiences, so of course we needed to understand this in order to apply different marketing strategies for each.

Below I’ve compiled a list of question examples that you may look to answer in order to get a more complete understanding of what the B2B customer journey looks like for your customers and organization.

65 Questions for Understanding the B2B Customer Journey [Ultimate List]

I. understanding your customers, customer persona questions.

Demographic information: Age? Gender?
What are their job titles?
What are their work responsibilities?
What knowledge and skill sets are required to do their job?
What tools do they use?
What are their career goals?
What motivates them? Why do they get out of bed in the morning?
What do they like and dislike most about their job?
What does their day-to-day look like?
Where do they spend most of their time?
What are their top work priorities?
What keeps them up at night?
Who is their boss?
What does their team look like?
How is their job measured?
Who do they trust? Look up to? Respect?
What traits and characteristics do they admire in organizations?
What are their hobbies and interests outside of work?

Customer Organization Questions

Key industry verticals?
Company size: How many employees? Annual revenue?
What is their business model?
What does their technology stack look like?
What is their organizational structure?
What are their geographic locations?
Who are your customers’ customers?
Who are your customers’ competitors?

Online Behavior and Preferences Questions

What blogs and online publications do they read?
What online communities do they belong to?
Which social media networks and platforms do they use?
In what format do they prefer to consume content?
What thought leaders, writers, bloggers, and industry experts do they follow?
How do they research vendors online and in general?

II. Understanding your Business

Problem and before scenario questions.

What are the common problems and pain points customers experience that your product/service can help alleviate?
How do they solve (or cope with) the problem before using your solution?
What are the common buying triggers, or common events or conditions that often set customers off in search of a solution?
What language and terminology might they use when talking about your solution?
What keywords and search phrases do they use when looking for a solution?

17 Proven Ways to Generate More Leads that Convert to Sales

Your Product/Solution Questions

What are the most important values the product/service provides customers?
What are your key value propositions?
What are the most important features/capabilities provided in the product/service?
What are the different use cases for why/how different customers use it?
How complex is the solution to use? To implement?
What level of knowledge, skills or experience do customers need?

Technical Considerations Questions (If applicable)

What are the key 3rd party technology integrations or partnerships?
What key technologies does or doesn’t the product support?

Your Sales and Purchasing Process Questions

What is your sales model?
What is your pricing model/structure?
Average length of sales cycle?
Average deal size?
Common sales barriers and objections?
Complexity of purchasing decision?
What are the different internal roles involved with the purchasing process?
Who are the users? The influencers? The decision maker? Champion?

Your Market and Competitive Landscape Questions

Market maturity stage?
What is your Sirius Decisions Demand Type ? (see chart below)
What does the competitive landscape look like?
What is your market share? Positioning?
What are your top strengths, differentiators and advantages vs leading competitors?
What are your top weaknesses and disadvantages vs leading competitors?
What key trends are happening in the marketplace?

Sirius Decisions Demand Spectrum

b2b-customer-journey-sirius-decisions-demand-type

Once you have all of this juicy info on customer personas and organizations, your business and the market landscape, add this to the customer journey stages knowledge, and we will then have a much more complete view and understanding of the B2B customer journey.

But first we have to get the answers to these questions somehow…

How Do You Get All this Information?

You’ll most likely need to collect information from a number of different sources, which might range from online surveys and interviews with customers and internal experts, networking , research and data analysis .

However you decide to go about doing the research, I would strongly encourage making sure customer interviews is a regular part of the process. In fact, I believe marketers should take the opportunity to hop on the phone and talk to customers as often as the opportunity arises. The qualitative information you often dig up in those conversations with customers is just absolute gold, and stuff you commonly won’t be able get anywhere else.

I actually interviewed 22 different customers last year as a part of a brand project I was working on, and I probably learned just as much valuable info from a demand gen and customer journey perspective as I did in relation to the brand.

Customer Journey “Battlecards”

Once you’ve done your research and collected all this great knowledge, its important to get the info into the hands and heads of each member of your team so they can start putting it to good use.

One approach I took for this which was pretty effective for us was creating what I internally called “ Customer Journey Battlecards .”

I worked with product marketing managers to get much of the missing info filled out on these pages, and then held a marketing team training series to help educate the team, which we also recorded and added to the wiki pages.

Putting in the Time to Do Your Research

As Steve Offsey pointed out in a recent interview about customer journey mapping misconceptions , far too often marketers don’t invest the time and energy to conduct the necessary research required to truly understand their customers and the B2B customer journey.

Without ever even getting input from the actual customers, or conducting substantial external research, teams frequently construct their marketing strategies and customer journey mapping programs based entirely on their own internal perceptions and point-of-view.

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Regardless of customer journey mapping, I think few would argue that there is little if anything more vital to the effectiveness of marketing than understanding your target customers.

So, I’m not suggesting that you need to answer every single question on this list in order to understand the B2B customer journey, but the more of this kind of knowledge you do have about your customers, business, and market, the more vivid (and accurate) your picture will be.

Customer journey stages are just half the battle. If you haven’t already, take the time to do the important research that really helps you complete your holistic view and truly understand your customers and their journeys!

In the likely case that you don’t have the bandwidth to drop everything for a large scale research project anytime soon, you can always break it up over time and do little by little (in fact, it really should be a recurring exercise.)

We did the “battlecard” project over a period of six weeks. Easy peasy.

What questions do you think are most important for understanding the B2B customer journey? Any others you would add to the list?

Recent Posts

Report: The State of Customer Journey Management and CX Measurement - June 10, 2019
10 Powerful Behavioral Segmentation Methods to Understand Your Customers - March 27, 2018
How to Use Customer Behavior Data to Drive Revenue (Like Amazon, Netflix & Google) - February 27, 2018

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4 essential questions to ask throughout the customer journey.

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The customer journey is a useful abstraction for thinking about how people go from being aware of our products to becoming regular users and advocates.

But abstractions aren’t a whole lot of use without meaningful actions behind them.

To really make improvements to your product, you need to talk to your users.

Whether in-person, in-app, or through emailed surveys, take the time to check in with users and stay on top of what matters most to them now. This 2-way feedback is also one of the most powerful tools you can use to help people progress through their journey to become a habitual user of your product.

Let's take a look at some examples of questions you should be asking your users at each stage in their journey . We’ll go through how to use these questions strategically to get the right kind of information from your users—the kind of data that's going to help you take meaningful action.

Questions to ask customers from acquisition to retention

At each point along the customer journey, users will have different needs, questions, and problems that they want to solve. To get the most valuable information, ask different questions depending on where a user is in their product experience:

At acquisition , users are thinking about what differentiates your product from others, and how it can best serve their immediate needs. Ask them about the main problem they’re trying to solve, and why.
During onboarding , users are figuring out how to use your product. Ask them about roadblocks they may be experiencing, or about their first aha moment to understand how you could help other users activate more efficiently.
During regular engagement and adoption , users are thinking about the different features you offer and how they fit into their workflow. Ask them about which features they find the most helpful.
When users adore your product , they think about new, advanced ways to use your software, often stretching the limits of your current capabilities. Ask them about what kinds of support they need from you, and how they’d like to see your product grow.

Of course, you don't want to overload users by inundating them with nonstop questions.

Instead, try asking a few questions early on to gauge their initial experience with your product. Then, narrow the scope of your feedback requests and focus on learning from your retained users—these are the folks who know your product best (bugs and all) and can help you improve it for everyone.

Without further ado, here are 4 questions to ask your customers throughout their journey.

1. How would you describe yourself?

Even if you only have one product—or versions of the same product—people likely use it for different reasons.

Conduct user interviews to learn how people really use your product—and how they want to use your product in the future—and create user segments based on this feedback. This will allow you to target different user groups more effectively by providing relevant communications that add value.

Take a look at how Notion puts this question to use straight away in their onboarding : Notion personalizes the types of templates it shows to new users based on how they describe themselves during account setup. This means self-identified marketers get to explore relevant use cases (like a content calendar or brand asset library) instead of, say, an engineering resource that might not get them as excited about the flexible workspace.

notion welcome page user onboarding questions how would you describe yourself

For a different approach, take a look at Netflix. All customers perform the same activity—streaming movies and TV shows—but what they’re watching varies dramatically. Some people only want to watch rom-coms, while others stream nature documentaries.

Since tastes in movies and TV is so varied and nuanced, it would be impossible for Netflix to create enough personas to accurately segment new users. Instead, they ask people to answer personalizing questions during signup and use algorithms that take user behavior and ratings into account to deliver increasingly personalized content as time goes on.

When to ask this question and why

Ask this question during acquisition to understand what motivates people who are assessing your product for the first time. This insight will not only give you a better sense of what makes your product stand out, but it will also allow you to segment users and deliver personalized experiences later on. With segmentation, you can focus on your most profitable users by surfacing patterns and trends, like which cohorts of retained customers use premium features most often. Once you know how these users behave and what their goals are, you’ll be better able to cater to their needs and create relevant upsell opportunities further along the customer journey.

Venture capitalist Tomasz Tunguz explains the benefits of segmentation and buyer personas this way:

“Personas anchor product design and development, marketing and sales, and even customer success to tangible user archetypes. Personas define the company’s strategy of which customers to pursue and which not to.”

Use the feedback you get at this stage as a way to understand what your users want to accomplish and leverage this information to help them succeed.

2. What problem are you trying to solve?

You build products based on your users’ needs.As those needs change, so should your product. Failing to do so will eventually drive your customers away to find something else that solves their current problem.

Abhishek Madhavan of Freshdesk puts it another way :

“A company isn’t a product-creating and product-enhancing establishment, but rather a customer-creating and customer-retaining establishment.”

The key to building a “customer-creating and customer-retaining” experience is to evoke emotion. This emotional aha moment looks different for every product—but at its core, it’s that moment of relief and excitement when users finally discover a solution to their problem.

Ask this one during onboarding and use the answers to tailor the product experience to an individual’s needs. For example, meditation app Headspace lets users self-select their end goal after signing up. Based on their choices, the app recommends a set of meditation exercises for users to complete each day.

headspace mobile app customer journey question during onboarding user goal

This level of personalization is about so much more than just addressing users’ by their first name in the onboarding flow. It’s about understanding each person’s individual journey toward reaching their goals, ultimately allowing you to keep users engaged and create deeper relationships.

3. How likely are you to recommend this product to a friend?

Let’s say you have a cohort of users who frequently log in and rely on your product for multiple use cases. It’s clear that your product has become key to achieving their goals, but how happy are these users? To gauge satisfaction, ask these regular users if they would recommend your product to those closest to them.

Net Promoter Score (NPS) does exactly this: It’s a one-question survey that asks users how likely they are to recommend your product to a friend. NPS can be an invaluable source of information for product managers because it measures customer sentiment about your brand at a specific moment in time (to go deeper, we recommend following up with another short set of questions on why users specifically feel the way they do). Depending on the NPS answers, users are then grouped into three main segments: detractors, passives, and promoters.

Detractors are users who aren't happy with your product and are most likely to churn and use a competitor's product.
Passives don't hate your product, but they don't love it either. With the right incentives, it will be easy for competitors to lure them away from you.
Promoters love your product and are the most likely to recommend it to their friends and family.

We recommend asking this question in the engagement phase of the customer journey. This is when customers have mastered the core use cases of your product and have fully integrated it into their workflows. When people are using your product this frequently, it's important to understand what keeps them coming back to it—is it the features, the user interface, or something else?

After you've onboarded users and they've had a chance to use the product, send out an NPS survey asking them how likely they are to recommend your app to their family and friends. Also, ask why respondents feel the way they do.

Then group users so that you can learn:

What's keeping detractors from enjoying your product.
What passives need to see more of to choose your product over a competitor's.
What promoters appreciate and love about your product.

Use your findings to update processes, features, and anything else you need to get users to experience value as early as possible, turn them into promoters, and move them towards retention.

4. If you could change one thing about our product, what would it be and why? And why? and why... ?

Some of your regular users eventually become champions . They form an emotional connection to your brand and rely on your product for more than just “getting the job done.” They are invested in the future of your product and want to see you succeed.

Users at this stage of the customer journey can give you valuable feedback to help you improve your product. The key, however, is to dive deep into this feedback and understand the underlying motivation.

One strategy to add to your user interview toolkit is the 5 whys mental model —a type of root cause analysis developed by Sakichi Toyoda, the founder of Toyota. Instead of assuming why a user wants to change something about your product, keep asking “why” to get to the root cause.

simple 5 whys root cause analysis example kanban

By continuing to ask “why,” you eventually get to the real reason behind the issue. When the real issue is clear, the solution to the problem becomes more specific and in-line with what users need from you.

This question is best asked to users who have been using your product for a while and feel invested in its improvement. Asking for input from retained users not only makes them feel special, but also uncovers areas of opportunity to improve their experience even further.

For example, let’s say you have a project management app and users say they would change the permission settings. You can use the 5 whys to understand the issue and find the solution to the right problem:

Answer: Users want to change the permission settings
Why? “I don’t like the current flow”
Why? “It stressed me out”
Why? “It was too complicated”
Why? “I could never find where I could do the thing I wanted to do”
Why? “It disappeared from its original place in the app, and I couldn’t find it anymore”
Solution: Educate users in-app when redesigns change the location of important settings and frequently used features.

Instead of stopping at the first why and introducing an irrelevant solution, keep asking questions to identify the underlying reasoning. In this example, the root cause is the lack of user education after a redesign. The result is a frustrating experience, which negatively impacts user experience. The lesson gis to invest in in-app education to minimize friction and maximize user success.

Create a 2-way feedback loop

It’s easier than ever to contact your customers. Email, text, in-app messaging , social media—there’s no shortage of channels or strategies for communicating with your users.

But, don’t let this convenience lower the bar. You still need to make sure each and every question you ask has a defined purpose and benefit. Create a 2-way feedback loop throughout the customer journey, but respect your users’ time. Take the time to understand your audience and ask relevant questions to the appropriate user group and make sure the results are actionable. After all, what’s the point of gathering all that information if there isn’t a plan (or it’s not possible) to leverage the insights for good?

Click here to learn more about creating in-app messaging, feedback forms, and NPS surveys with Appcues.

20 Customer Success Interview Questions to Ask Your Next Candidate

Published: September 06, 2022

A great customer success manager (CSM) needs to be a jack-of-all-trades. That’s why it’s imperative when hiring that your customer success interview questions are ones that allow you to gauge whether or not the candidate is the right fit.

customer success manager asking interview questions

CSMs specialize in customer service, of course — both providing reactive customer support and proactively offering solutions and strategies for their customers. But in addition to all of those skills, CSMs also need to learn the product or service inside and out to answer questions. They need to be able to write helpful emails and knowledge base content to send to their customers. And on top of all of that, they need to be able to navigate conversations about upselling and cross-selling .

This level of multi-disciplinary expertise requires a certain set of skills and traits that team leaders should screen for in all CSM interviews. Product details and email best practices can be taught, but emotional intelligence and other character traits are necessary dealbreakers to adding a new CSM to your team. Keep reading to learn the skills all CSMs need, and what interview questions to ask to evaluate your next candidate.

Customer Success Skills

Resourcefulness
Communicative
Relationship-Builder
Technical Acumen
Self-Motivation

In order to help customers, day-in and day-out, CSMs absolutely need to be empathetic people — a key aspect of emotional intelligence .

Whether they're answering the same question for what seems like the millionth time, or they're counseling an angry customer through a pricing change , the ability to understand and share the feelings of other people is critical for CSMs to effectively de-escalate tough customer situations, understand a customer's goals and desired outcomes, and advocate for the customer with other teams and departments within the company.

2. Resourcefulness

Effective problem-solving, all day every day, requires a certain level of resourcefulness, too.

CSMs need to quickly answer customer questions — and if they can't answer their question, they need to track down the resource or colleague in a different department that can. This means that prospective CSM candidates must demonstrate a willingness and readiness to collaborate across teams and across departments — and a track record of being able to solve problems no matter how big or small.

100 Customer Success, Service, and Support Interview Questions

Fill out this form to access the template., 3. communication skills.

CSMs need to be able to clearly communicate — with customers, with team members, and with other departments within a company — in order to be successful.

CSMs need to answer questions and teach customers — over the phone, on live chat or email, or in a knowledge base article. They also need to share and teach best practices to other team members — as well as identify trends, feedback, and user data to share with other teams within the organization. Excellent oral and presentation skills are important to evaluate in the interview as well.

4. Relationship-Builder

It might seem obvious, but it's worth emphasizing here: A good CSM needs to be able to build rapport with just about anyone in order to get the job done. And this is a hard skill to teach.

Friendly, open, and genuine individuals who can build rapport in a short interview will likely be able to do it over the course of a longer customer relationship, too.

5. Technical Acumen

If they get the job, a new CSM will have to learn how to use a product or service, but a demonstrable level of skill with using — and explaining how to use — technology is valuable during the interview process.

Even once they get to an expert level with the products and technologies a company uses, a CSM will need to break it down from the beginning for new customers, or customers that aren't as technologically savvy — so being able to use and explain different technologies will be key.

6. Self-Motivation

CSMs should be go-getters who don't need to be asked to go the extra mile or put in 110%. Listen for answers that indicate examples of when the candidate went above and beyond to solve problems and get answers for their customers — or examples of when the candidate took extra time and effort to help a fellow CSM or a sales rep to achieve their shared goals.

Now that we've outlined the skills you should be looking for in a candidate, let's review the questions you should ask during an interview.

Customer Success Interview Questions and Answers

Below is a list of the best questions to ask during a customer success interview. We'll explain why you should ask these questions as well as the answers you should look for from candidates.

Customer Success Interview Questions

How do you deliver bad news to customers?
How do you communicate with customers if you can't resolve a problem right away?
What's the toughest case you've ever handled?
How do you collaborate with sales and product teams in your current role?
Explain to me how [Product Feature] works.
How would you explain Twitter to your grandparents?
How do you demonstrate value in the first phone call or email?
Pitch me on an upsell of our product's next tier-level.
How would you explain our product or service in a single sentence?
How would you change our product or service?
Why customer success?
How do you handle rejection?
What skills are you hoping to develop in this role?
How do you measure success in your current role?
What would you add to our culture, or what would you change about it?
How would you prevent customer churn?
How would you de-escalate a frustrated customer?
Let's say you have to complete multiple tasks, how would you determine their priority?
If you saw a customer using more seats than they’re paying for, how would you handle it?
What feedback would you give the interviewer?

Screening for Empathy

1. how do you deliver bad news to customers.

Stuff happens. Ask the candidate how they diplomatically share tough news while keeping a customer positive and engaged — or give them a scenario based on a past customer support issue CSMs have had to tackle — to get a sense of their ability to adapt to challenges and bounce back.

Ideal Answer:

"I deliver bad news to customers by getting on a Zoom call, if possible, since it's easier to gauge their response when I can see their body language. If Zoom is not an option, I'll communicate this information through a phone call as I feel it's important to deliver bad news in a real-time setting where you can answer questions and provide support immediately."

What to Look For:

Look for a candidate who can put themselves in the customer’s shoes — anticipating any concerns or questions they may have prior to calling them. Pay close attention to their problem-solving skills and ability to read customers.

Be on the lookout for candidates who deliver bad news through an impersonal email or phone script and don’t make themselves available for explanation.

2. How do you communicate with customers if you can't resolve a problem right away?

CSMs can't answer every question right away — and they can't always promise the customer a solution. Ask candidates their strategies for managing long-term requests and following up with customers — and how they handle letting a customer know if their feedback or request won't be taken into account by the product team.

"I would be proactive with my communication. If a customer requested a product feature that didn't exist, I'd let them know why this feature isn't available and what their alternatives were instead. If the customer was insistent on having that feature, I'd meet with our product team to share this feedback.

If the product could make the feature, great! I'll share the timeline for when the feature will be created. If not, I'd communicate the reason why to the customer, re-emphasize the alternatives provided earlier, then share some channels they can use to pitch this idea formally to my company."

Someone who can proactively set customer expectations is a good sign. If they can’t fulfill a certain request, they should be able to communicate to the customer why they can’t, then provide alternative solutions. If you can’t provide a solution, you should at least demonstrate to the customer that you are trying to solve their issue.

A candidate that provides a terse “no” without providing an explanation or context is most likely not a good fit. If they don't mention providing an alternative solution when available, that's also a bad sign.

Screening for Resourcefulness

3. what's the toughest case you've ever handled.

The candidate's experience and strategies will demonstrate their problem-solving abilities — as well as their communication and conflict resolution skills .

"One customer called me demanding a refund for their purchase. They were clearly upset because they felt they had purchased the wrong product and that the sales rep they worked with only wanted to close a deal. Thing is, the product they had was exactly what they needed, they just needed to learn how it could help them achieve their goals.

I apologized for the frustration they must have felt and asked them to walk me through the problems they had with the product. Once they shared all of their feedback, I aligned myself by telling them that their concerns were fair and that what they wanted the product to do, it wasn't designed to do it. But, I told them if they used the product slightly differently, they might see different results. I then offered to walk them through how I'd recommend using the product, and it became clear to them that they misunderstood how to properly use our software.

Once this was cleared up, the customer was excited about using the product moving forward. They decided not to cancel their subscription and we agreed to follow up in a couple of weeks to make sure everything was still going well."

While no one likes being yelled at, candidates should be able to keep a level head when dealing with an upset customer. Additionally, they will have mastered the art of delivering a sincere apology and work to remedy the situation.

If you have a frustrated customer, you definitely do not want a service rep that matches their energy. Being curt or flippant with an already upset customer can just make the situation worse. If the candidate can't come up with an example of a difficult call or interaction with a customer, they may not be a seasoned CSM.

4. How do you collaborate with sales and product teams in your current role?

Customer success professionals have to communicate and collaborate with other people across the company in order to get the job done. Whether it's sharing product feedback or collaborating on an upsell, the candidate should share their workflows and best practices for cross-team communication that suggest speed, diligence, and a collaborative mindset.

"I will often refer customers to sales reps if it's clear that there is a product that they need but do not currently have. I will only do that, however, if I truly feel that product will help the customer achieve their short- or long-term goals.

If a customer requests a product or feature we don't currently offer, I'll report this to our product team. They might have a workaround the customer can use, or they might be working on this new product or feature already. If that's the case, I'll share this timeline with my customer to let them know when they can expect to see that product, service, or feature. "

Look for CSMs that can get to the heart of the customer’s pain points and evaluate what products would work best, rather than simply trying to upsell them. These reps should also be able to demonstrate how well they function across teams and highlight any method's for successful collaboration that they've used.

Avoid those CSMs who indicate they may be unwilling to work across teams to solve for the customer.

Screening for Communication Skills

5. explain to me how [product feature] works..

The answer to this question will tell you two things: if the candidate did their research about your product or service before arriving, and how well they can break down complicated concepts and demonstrate value.

"HubSpot's Workflow tool automates tasks for your business. Workflows begin with a trigger or an action that the customer must complete. Once completed, that launches a series of actions that are executed chronologically. You can also set up branches within the workflow that act as secondary triggers. If a customer completes that action — or doesn't — the next step in the workflow changes based on the customer's behaviors."

Look for a CSM that can simply and succinctly connect the dots for your customers. The best way to understand a concept or product is to explain it to someone else. This will help you evaluate whether or not the researched your product.

Avoid reps that use jargon and can’t clearly explain what your product or service does.

6. How would you explain Twitter to your grandparents?

This question is along the same lines as the previous one, but it will reveal how skilled the candidate is at breaking down a tool they might use every day to an absolute beginner — which is a key skill needed for new customer onboarding calls.

"Twitter is a platform where you can share brief ideas and comments with peers, strangers, and businesses. Once you create an account, you can customize your profile and start engaging with other accounts on Twitter. The messages you share are called 'Tweets' and these messages have a set character limit. You can't go past that limit, unless you write a follow-up tweet.

You can also engage with other people's tweets by commenting on them, liking them, or "retweeting" them, which essentially means you're reposting their tweet to your account to show support. Who you can engage with depends on which accounts you're following. You can also use hashtags, too, but we'll get to that later on once you've mastered the basics."

Look for a rep that demonstrates patience and empathy. They will most likely be onboarding customers that are completely new to the product and the company — some may not be tech-savvy at all.

Candidates who demonstrate impatience or give a brief answer. For example, responding with "Twitter is a social media company that allows users to communicate with each other” doesn't really explain how a person would use it.

Screening for Relationship-Building

7. how do you demonstrate value in the first phone call or email.

The first phone call with a new customer is a critical building block of the future of the relationship — and it's often a predictor of if the customer will churn or be retained.

During the first phone call, CSMs have to set up new customers to start using the product or service, but need to show the value of working with them so the relationship will continue to grow. Ideally, the CSM will show the customer a way to save time or achieve their desired outcome using the product or service, and then open a conversation for the next steps working together.

"I demonstrate value by immediately aligning myself with the customer and their goals. I show that I understand what they're trying to achieve as well as the roadblocks they're facing, and that I have the resources they need to be successful. I let them know I'm on their team and I'm available for support in whatever way is needed. This helps build rapport and establishes my value early on in the relationship."

Find candidates who are good listeners. It’s easy to get caught up in making the pitch, but listening will help you truly understand the customer’s pain points.

Candidates who deliver a canned response that focuses on getting the customer off the phone rather than addressing their issue should be filtered out.

8. Pitch me on an upsell of our product's next tier-level.

Cross-selling and upselling is a delicate balancing act for any good CSM. Making a suggestion that's not in line with the customer's goals or that seems pushy could endanger the customer relationship — and even make the customer switch to a competitor.

Asking the candidate to demonstrate how they start that conversation will tell you if they understand best practices — and the role of a CSM in the sales process — or not.

"I see that you're using this product to attract new leads to your business. How do you feel that's going? From my standpoint, it looks like it's going well and I'm excited to see this growth.

With that in mind, one concern that you shared with me early on in our relationship is scalability. You're getting close to achieving your goals, but you don't want to plateau once you reach the finish line. We want to keep that growth going so you can continue to scale.

This product that we offer should help you do just that. It's intended for a customer who's facing the same challenges you are and I feel it would be exactly what you need to continue growing your business. If you're interested, I'd like to set up a demo for you with our sales team to see if this tool would be useful. If so, great! If not, no worries at all. I just wanted to keep your best interests in mind."

Candidates that have the ability to make a genuine case why a customer may want to upgrade based on their specific business needs and goals. Solving for the customer should always be the end goal when upselling.

Avoid candidates who suggest new products or upgrades when they don’t necessarily make sense for the customer.

Screening for Technical Acumen

9. how would you explain our product or service in a single sentence.

This question tests the candidate's preparation for the interview, but it also gives them the chance to flex their communication skills and technological muscles to accurately explain what they're proposing to help customers within the prospective role.

"HubSpot's products help businesses grow better and scale faster without having to hire as many employees."

Candidates should be able to put together what your company does at the macro level without making it complicated. This could be with information pulled from your company’s mission statement or “About” section that shows they actually researched your company beforehand.

A vague statement that doesn’t get to the heart of what your company does could indicate that the candidate didn’t do their research.

10. How would you change our product or service?

This is another question that tests the candidate's understanding of the company — but takes it a step further by evaluating how well they understand customers and users, too.

CSMs have to interpret Voice of the Customer (VoC) and share it with the broader organization, and answering this question will give you an idea of how they'd do that in the role.

"One piece of feedback that I've noticed from online reviews is that customers are struggling with understanding how to use some of your tools. I notice your company doesn't offer a knowledge base and that might be useful to customers who need support, but don't want to spend time reaching out to your service team for help."

CSMs are often the bridge between customers and the broader organization. Look for someone that can find patterns in customer feedback about what’s working and what’s not — plus figure out what's causing the friction.

Short-sighted candidates don’t go beyond initial customer complaints. They won't examine the cause or how the issue might be remedied.

Screening for Self-Motivation

Why do you want to work in customer success.

The 'why' behind a job or career choice is an important aspect of self-motivation. You want someone on your team who's intrinsically motivated to help and advocate for others to achieve their goals and not just by external goals set by team management. Someone like this will be a positive example and leader on your team.

"I really like to help people. I've always been a team player and I always feel a sense of accomplishment whenever I help others achieve their goals."

Look for a candidate that indicates they will solve for the customer and have a vested interest in helping them succeed.

A candidate that can’t articulate why they want to work as a CSM or provide service at all is a red flag.

12. How do you handle rejection?

People working in customer success might face as much rejection as salespeople. And it might even be tougher to bear after building a relationship with your customers, only for them to churn and leave for a competing product or service.

By asking this question, you'll learn how the candidate is intrinsically motivated, as well as how adaptable they are. There could be months when customers churn due to outages or a competitor dropping their price, and you need to make sure the candidate will be motivated enough to keep creatively problem-solving to keep things going.

"I always take failure as an opportunity to learn and improve myself for next time. If possible, I'll ask for feedback or advice on where I can stand to improve. Then I apply that learning moving forward and move on to the next case."

Customer success candidates should take rejection in stride and use the experience as a learning opportunity to improve for next time. They may have a routine or other method that doesn't allow customer rejection to derail their entire day.

A candidate who internalizes customer churn or rejection may not last long in a customer success role.

13. What skills are you hoping to develop in this role?

As with any position at your company, applicants should consider how they'll develop in their role over time. They should be familiar with the skills needed to be a successful CSM and create a roadmap that will outline how they'll acquire those abilities. During their response, pay attention to the skills they describe, as this will outline some of the candidate's weaknesses.

"I would really like to fine-tune my ability to problem solve and think creatively while on my feet. Working with customers in a face-to-face setting should help me develop these skills which will help me become more proficient in this role."

Look for candidates that are proactive and seem eager to learn new skills. We’re always learning and there are always areas to improve.

Avoid candidates that indicate there isn’t any room for improvement.

Questions to Ask Customer Success Manager (CSM) Candidates

14. how do you measure success in your current role.

The answer to this question will tell you two things: It will tell you how the candidate was evaluated in the past, and what concepts and metrics they're familiar with. It will also demonstrate the candidate's views on individual vs. team success, and how the team's success contributes to business success. You want a CSM who's highly motivated to achieve goals, but is also looking toward making a bigger impact for the team, and for the business as a whole.

"In my current role, I measure success by analyzing customer feedback and quantitative performance data. I always ask customers for feedback because I'm eager to hear their thoughts about working with me and with my company. For a more objective viewpoint, I'll look at how many cases I take each week, how often I'm on the phone, and how many emails I send to each customer. This gives me real-time data that I can track over time to ensure I'm meeting my customers' and my team's goals."

Look for someone who demonstrates they care about customer feedback as well as feedback from their team.

If a candidate hasn’t measured their success at all, whether qualitative or quantitative, it could be a sign that they don’t have a handle on what constitutes success in their role.

15. What would you add to our culture, or what would you change about it?

When you're hiring for a managerial position, you're bringing on someone who will influence your company's culture. They're in charge of leading employees and ensuring your team meets short- and long-term goals. You'll want to make sure their philosophy and methods align with your business's corporate culture. If not, it will be difficult to motivate team members and maintain employee satisfaction.

"I would love to add a diversity and inclusion program to your company's culture. This would make everyone feel more involved and appreciated while working on our team. It would also show that we're paying as much attention to our employees' needs as we do with our customers'."

If a candidate can find a gap in your company’s culture code or overall employee satisfaction, and propose a solution for it, it shows they can anticipate needs and provide employees with support when needed.

Avoid candidates that provide answers indicating they’re not concerned with employee needs. You want people who will add to your company’s culture, not alienate the rest of team.

16. How would you prevent customer churn?

As a CSM, your job is to prevent customer churn . So, you need a candidate who's passionate about customer retention and willing to go above and beyond to retain a user. Consider laying out a mock scenario for your candidate, then ask this question to see what they'd do to ensure the customer reaches their goals.

"I would prevent customer churn by proactively communicating with the customer. If I noticed a potential roadblock that might impede a customer from achieving a goal, I would reach out immediately to provide a solution. I would also follow up afterwards to make sure the customer is still happy and that our workaround solution is still effective."

Hiring a candidate that can anticipate customer needs and roadblocks is key. It’s much better to be proactive in communicating roadblocks rather than waiting for the fallout after. Your customers will appreciate your honesty and attention. This is also why it's important your CSMs have excellent relationship-building skills.

Avoid candidates that lack patience or the foresight to anticipate potential problems and communicate them to customers.

17. How would you de-escalate a frustrated customer?

Not all customers are good at receiving bad news. Some will be rightfully upset that your company can't help them achieve their goals. In these situations, you need a CSM who can diffuse an angry user and salvage their customer experience. While your company should always strive for perfection, what matters most is how your success team responds to your organization's mistakes.

"De-escalation starts with aligning yourself with the customer. You need to show that you truly understand why they're upset and what they want to change. If possible, physically align yourself by sitting on the same side of the table as the customer. This symbolically shows that you are on the same side of the issue as they are — not on the opposite side, where the friction is being created.

Once aligned, summarize the situation for the customer. Talk about what they want to accomplish, the roadblock that's preventing them, and their options moving forward. This will show that you understand their case and will make it clear what the potential solutions are. You can recommend one solution over another, but only if you can tie that solution back to the customer's needs.

Once a solution is settled upon, always follow up with the customer. Make sure the solution is still effective, and offer follow-up support if needed. This continued effort will prove to the customer that you are committed to their needs."

Having empathy is key. Hiring someone who can keep their cool under pressure is equally important. Remaining calm will help you figure out a solution to your customer's issue or at least provide an alternative.

Beware of hot heads. The last thing you want when dealing with a flustered customer is a flustered CSM. CSMs should focus on solving for the customer and not get distracted by anger.

18. Let's say you have to complete multiple tasks; how would you determine their priority?

This question will help you understand the candidate's ability to manage time. Customer success managers need to be adaptive and capable of changing their routines on the fly. Sometimes they'll provide proactive customer service , while other times they'll handle inbound service requests. Your CSM should be able to account for all of their daily tasks and consistently complete them on time.

"I would first look at how long I have to complete each task. Tasks that have a more immediate deadline would be prioritized first, then followed by simple, easy-to-complete tasks that I can do in a matter of minutes. I would save the most complex tasks for when I have more time to dedicate to them."

CSMs should be able to create a plan for themselves to tackle each task. You’re not looking necessarily for a “right” answer as everyone will solve problems differently. However, they should be able to put together a game plan and execute it.

A candidate that can’t articulate how they would prioritize tasks or gives clues that show a lack of organization may not be a good fit. For example, if they don't take into account deadlines or how long certain tasks take to complete, that could prove to be a pain point later on.

19. If you saw a customer using more seats than they're paying for, how would you handle it?

This one is a bit of a trick question because there really isn't a right or wrong answer. Instead, this question demonstrates the candidate's ability to think critically about a complicated customer situation.

They not only have to consider the possible actions they can take but also the potential repercussions that will occur when they take those steps. The best candidates will provide a comprehensive breakdown of how they'd approach the situation as well as how they'd handle any roadblocks that may arise.

"The first step I would take is to analyze their account details. I would look at how long they've been a customer, when their subscription will be renewed, what their monthly recurring revenue (MRR) is, if they've opened previous support cases, etc. This should give me an idea of how valuable they are to our company and how I should best proceed.

If the customer's subscription is close to renewal, I would let them know about the situation, but assure them that their rates won't increase until the upcoming renewal. If this felt like a problem, I would talk to the customer about their options at this point — either paying for more seats, or brainstorming ways to use the product the same way with fewer seats.

If the customer's subscription isn't close to renewal, I would touch base with my team. Since we made the clerical error, it doesn't feel right that the customer has to suffer. I would see if we could continue with their rate until the next renewal. If not, I would be proactive and immediately reach out to the customer to brainstorm solutions."

Like the previous question, this is more about observing the candidate’s thought process rather than getting the answer right. Look for someone who takes into account the customer’s history with the company and their willingness to discuss options with the team before diving in and charging the customer more.

A CSM that moves immediately to charge the customer without communicating why could indicate that they make hasty decisions without evaluating the scope of the issue.

20. What feedback would give the interviewer?

This is another interview question that doesn't necessarily have a right answer. Rather, this question shows the candidate’s ability to pay attention and think on their feet. You want a candidate who's actively listening and taking note of important details. By having them provide feedback, you can get a feel for their ability to read and react to customers.

"I would love to see a little more transparency with the interview process. While I feel confident enough to speak to anyone, it would be nice to know how many interviews I can expect to participate in during this process and who those conversations will be with."

Look for signs they were actively listening. Can they reference a particular question or have feedback regarding how the interview is formatted?

Not having any feedback to give at all could be a sign that the candidate wasn’t really invested in the interview or simply lacks the ability to think on the fly.

Hiring the Right Customer Success Manager

The best customer success managers are customer-centric, empathetic, and creative problem solvers. Use the list of questions above during your interview process to effectively evaluate candidates and find the right person for your company.

This article was originally published in August 2021 and has been updated for comprehensiveness.

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Interview Questions

Comprehensive Interview Guide: 60+ Professions Explored in Detail

8 Examples of How to Answer “Tell Me About Yourself”

By Biron Clark

Published: November 16, 2023

In this article, I’m going to walk you through steps and examples of how to answer the “Tell me about yourself” interview question to impress employers and get more job offers . We’ll also cover the costly mistakes you NEED to avoid if you want to pass this question.

Here’s exactly what you’re going to get:

The most-recommended method of how to answer “tell me about yourself”
8 examples of good answers to “tell me about yourself” for various industries
A shorter, newer method for experienced candidates
How to practice your answer to make sure you’re 100% ready for the interview

Let’s get started…

Why Do Interviewers Ask “Tell Me About Yourself”

“Can you tell me about yourself ?” is a common interview question that’s generally delivered as an icebreaker or pathfinder question, right at the start of an interview. It can catch you off your guard because it may seem vague, broad, and somewhat tricky. Honestly though, understanding a bit more about why interviewers ask this question (which is often framed as a command) will give you a clear insight into how to answer.

Interviewers ask this question to ease you out of those introductory jitters (that you both feel) and into the nitty-gritty of why you’re there. It’s their way of establishing a direction for the interview because it shows them how you summarize your experience and show its relevance to the job you’re applying for, which in turn tells them what to ask next. Trust me though, your answer needs to be relevant, the interviewer is likely not asking whether you’re a dog or a cat person but rather what background, skills, qualifications and experiences brought you to this interview today.

Watch: How to Answer “Tell Me About Yourself?”

Different ways of asking the same question.

I mentioned how this question can sometimes be framed as a command, i.e: “tell me about yourself,” and so on. There are numerous ways this question might be framed, but all express the same intention on the part of the interviewer, so they should all be answered the same way. Common variants include:

“Take me through your resume.”
“Tell me about your background”
“Describe yourself.”
“Can you tell me more about why you’re here?”
“What brings you here today?”

When it comes to describing yourself, you may wonder where to start, how personal to be, and how far to get into it. “Describe yourself” certainly feels a little more personal than the rest. For insight into how to answer that variant, Read This Article .

How to Answer “Tell Me About Yourself” in an Interview:

1. choose the right starting point for your story (important).

Your goal when answering, “tell me about yourself,” is to give a brief, concise walkthrough of your career story that will show off relevant pieces of experience. You want to start at a point in the past (like how you began working in this field), and end up in your current situation. So the first thing to decide is where you’ll begin the story… If you’re a recent graduate: Start with the fact that you just graduated, and explain why you chose this career path or field of area of study.

For example, you might start your answer like this:

“I graduated with my degree in Economics two months ago. I chose that field of study because I’ve always been interested in finance and money, and a couple of family members told me it leads to great career options, too.”

If you have 1-8 years of experience, start with the moment you graduated and walk them through your employment experience since then.

Here’s an example of how you’d start your interview answer in this situation:

“I graduated with my degree in Industrial Engineering six years ago and immediately went to work for a small design firm in Chicago. Since then, I’ve…”

And if you have 8-20+ years of experience, you can start with a mid-point in your career. This will keep your answer from getting too long.

For example, if you’re a manager, you could start with how you first became a manager. If you’ve been working for 25 years but have only been a sales professional for 12 years, you could begin with how you got started in sales.

Here is an example of how to begin your answer to “tell me about yourself” as a very experienced candidate:

“I first started managing people twelve years ago, when I was promoted from Customer Service Associate to Customer Service Supervisor. Since then, I’ve…”

2. Highlight Impressive Experience and Accomplishments

As you tell your career story, explain key accomplishments you’ve achieved, work you’ve done, skills you’ve learned, and key career moves you’ve made.

Were you promoted? That’s always a great sign and worth mentioning.
Did you accomplish something significant like solving a big problem for your last employer? That’s great to mention, too.
Did you build new skills or overcome challenges? Get specific! Tell details.

But random impressive facts aren’t enough. You should be thinking about how this ties in with the company you’re talking to.

You should always research the company before going into the interview . Study their job description in particular so you know what skills THEY care most about.
What does this particular job involve? Is there a lot of leadership? Talk about your experiences leading (no matter how small!), how it went, and what you learned.
Does the job involve a high level of technical skill? Talk about how you learned and advanced in that area through each step of your career!
You need to “tailor” your answer for, “tell me about yourself,” for their job description and their needs. Try to talk about experiences and qualifications that are relevant to this job you’ve applied for.

3. Conclude by Explaining Your Current Situation

Finally, the best way to finish your story is to bring them up to speed on your current situation. Why you wanted to apply for their job , what you’re looking to do next, etc.

For example you might end your answer by saying:

“…and that’s why I wanted to interview with your firm. This position seems like a great opportunity to advance those skills I just talked about, and continue building my career and challenging myself”.

4. Keep Your Answer Work-Related

When employers ask, “tell me about yourself,” in an interview, they usually want to hear about you as a professional. So the safest approach is to keep your answer work-related and share your career story, rather than personal details. You can show more personality as the interview goes on, but it’s risky to share too much personal info when answering, “tell me about yourself.” It could lead to your answer getting too long, or it could cause you to leave out important professional information that the interviewer was looking to know!

5. Be Concise When Answering (2 Minutes or Less!)

When they say “tell me about yourself,” it’s going to be tempting to give a long-winded answer. It’s such an open-ended question. And we covered a lot above, but there’s something just as important as any of that. You need to be concise. Your communication and ability to stay on track with your answer are two things they are watching closely. The interviewer wants to see that you can tell your story from Point A (the beginning) to Point B (the end) without getting sidetracked, distracted, or scattered. Because it tells them how you’ll communicate as an employee… when there’s a problem, when there’s a disagreement, or when you simply need to share your knowledge or opinion. If you take this answer beyond 2 minutes you are shooting yourself in the foot. In fact, below 90 seconds is ideal. Practice at home with a timer! That’s why I recommend choosing a starting point based on your experience (Step 1 above)… because if you have 25 years of experience and you start at the moment you graduated from college, your answer will be too long.

“Tell Me About Yourself” Example Answers:

Now that we’ve covered the key steps to answering, “tell me about yourself,” let’s look at some full answer examples to this interview question .

Example Answer for Experienced Candidates:

“I graduated with a Business degree in 2010, and was offered an account management position at a telecommunications company I had interned with. I loved working with customers and managing and growing my accounts, but the industry we were in just wasn’t very appealing to me. After that, I stayed a full year and learned a ton about how to build and manage accounts successfully and I ended up becoming a top performer in my group before leaving. I left at the 1-year-mark to pursue a very similar position within an industry I’m much more excited about- healthcare. I’ve been at this healthcare startup space for 2 years with this company and I feel ready to take my career to the next level so that’s why I’m currently looking for a new opportunity.”

That first example showed you how to answer “tell me about yourself” for experienced job seekers (at least a few years of experience). Now let’s look at an example for entry-level job seekers and job seekers with no experience .

Example Answer With No Experience:

“I graduated with a degree in Engineering two months ago. I chose that field of study because I’ve always been interested in math and physics , and a couple of family members told me it leads to great career options. One of my key accomplishments during my academic career was speaking at a conference on the topic of energy-efficient window design, based on research I had done for one of my senior-level classes. This led to an internship that I just wrapped up, so I’m actively looking for a full-time position now.”

Stand Out by “Tailoring” Your Answer to the Company

The end of your interview answer is a big opportunity to customize your answer for the company and job you’re interviewing for. When you talk about what you’re looking to do next in your career, try to mention whatever you see this company providing for your career (leadership, technical challenges, exposure to new areas, etc.) That shows them why you’re excited about their job, which will help you get hired! (I explain more about why this is true here ). Before we move on to more tips and a HUGE mistake to avoid, here’s one more example interview answer for this question.

Shorter Method for How to Answer “Tell Me About Yourself” (For Experienced Candidates Only)

The method I gave you above is the standard way most recruiters recommend answering “tell me about yourself.” It’s how I coached job seekers to answer this question for years. There’s another way you can answer, though… and it has some benefits. I’ll explain…Many experts have pointed out that if the interviewer wanted your career story, they could have looked at your resume or your LinkedIn , or asked a question like, “can you walk me through your background?” So there’s another approach for answering, “tell me about yourself,” that skips the career story and just cuts right to the chase: Why you’re awesome and why they should hire you !

Let’s look at 2 word-for-word templates that accomplish this.

After this, you’ll have two proven methods for answering, “tell me about yourself” in interviews, and in the next section, I’ll reveal how to decide which method is best for YOU.

Example answer if you’re job searching while employed:

“Well, I’m currently working at XYZ Company and I specialize in doing ___. The reason I applied for this job is I saw ___ on the job description and I think I would be able to help you ___ and ___. One of my key accomplishments in my current role was helping my employer do ___, and I’m confident I can help your team get similar results here.”

Example answer template if unemployed:

“In my most recent position at XYZ Company, I specialized in doing ___. The reason I applied for this job is I saw ___ on the job description and I think I would be able to help you ___ and ___. One of my key accomplishments in my last role for XYZ Company was helping them ___, and I’m confident I can help your team get similar results here.”

Which Method Should You Use for Your Answer?

If you have work experience, both options we’ve covered are very good, and it really depends on what you feel most comfortable with. Choose the one you like best. They’re both excellent ways to answer the question, so don’t stress over it! However, if you are entry-level and have no work experience… or internships at the very least… then I would go back to the top of this article and use the first, 5-step method for answering, “tell me about yourself.”

This second method we just covered is really best if you want to give a unique, concise answer and you have some relevant work experience to share in the interview!

“Tell Me About Yourself” Example Answers For Different Industries:

Healthcare:.

“After being licensed six years ago, I immediately entered a busy E.R. setting where I progressed to the point of triaging as many as 50 patients a shift. I’m skilled in patient record-keeping, stabilizing incoming patients, diagnosing injuries, administering meds, doing stitches, starting I.V.s, setting bones and offering emotional support to family members behind the scenes. I’ve adapted to the pressure but feel that, in the long term, I’d be better suited to a slower-paced environment with more focus on establishing lasting patient relationships. I’m ready to take on this post in your busy day clinic and believe that my advanced patient triage skills, along with my empathic nature, would be a great benefit to your team.”

This works because: This answer outlines your qualifications and extensive background in incoming patient care, triage, diagnosing and record-keeping. Your honesty about long term goals is appreciated. The answer shows how your skills have progressed since you were licensed, and it inspires confidence in your ability to handle a hands-on post at a busy clinic.

Service Industry:

“Having spent eight years in the food and beverage industry, I progressed from head waiter to front of house manager four years ago. I’ve held so many posts in the industry, from runner to waiter to head waiter to manager, but my dedication to quality service has never changed. I believe in knowing my product and process inside and out, uplifting my team members and demonstrating focused positivity throughout. It’s easy to fall into the temper trap when things get busy, but I prefer to knuckle down, smile and get it done. I want my customers to come back for more!”

This works because: This answer makes an impact because of how your personality shines through. The service industry is incredibly stressful, but it’s refreshing to know that you have a proactive, positive attitude to stressful situations, backed up with strong product knowledge and professionalism.

“I’m an accredited software engineer and systems integrator with more than ten years of active development experience. I’m proficient in Ruby, Python, Java, C++ and a wide range of associated languages and frameworks. I’m a team player, and I love bouncing ideas off my colleagues and engaging with diverse perspectives. I like to stay abreast of the latest tech and I’m wildly competitive when it comes to troubleshooting. I’ve also got an eye for detail and clean design and I’m dedicated to delivering a seamless, streamlined experience to the end-user.”

This works because: From this answer, it’s clear that you’re accredited and boast a diversified programming portfolio with plenty of experience in the field. It’s noted that you’re a team player, as teamwork is essential when developing and managing systems for a busy tech enterprise. And your attitude to problem solving, as being competitive will help you find fast and effective solutions.

“I’ve been a retail cosmetic artist and sales assistant for six years and I’m passionate about making clients feel utterly gorgeous! I have a strong knowledge of retail processes, including stock-take, merchandising and sales targeting. If I have to describe my stand-out quality it’s that I love to build up the team, make my colleagues smile and get them motivated to break targets for our department. Above all though, the customer comes first and I’m dedicated to building brand and store loyalty in the customer.”

This works because: From this answer, it’s obvious you know retail like the back of your hand and that you take pride in breaking targets and boosting the team morale. Your positivity shines through, and you highlight your passion for making clients feel special.

Practice Your Answer Before the Interview

As a final tip – make sure you go practice everything you plan on saying when the interviewer asks, “what can you tell me about yourself?” Nothing comes out perfect the first time, and you don’t want to appear nervous and stumble when they ask. So I’d recommend grabbing a piece of paper and writing down the key points you want to talk about in your answer. I like to write them in bullet format. Then, use your smartphone’s voice recorder app to record a few practice answers and see how you sound. Don’t look at your notes as you give your answer. The idea is to try to remember what you want to talk about without reading off the paper. Then glance at the paper AFTER to make sure you covered everything. Keep practicing until you can give a smooth answer without forgetting anything important.

Note: If you’re having a phone interview , you can use notes/bullet points to help guide you through your answer. Nobody can see you on the phone, so take advantage!

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1. What Do You Know About Us?

As your regular customer, I know that Journeys is a specialty chain retailer that sells accessories and branded footwear. You currently have over 100 stores spread out evenly in the US. You have been branded ‘the anti-foot locker’ given your interest in quickly shifting fashion footwear trends. Your first store was opened in 1986; by 1996, you had over 100 stores, which is commendable.

2. Why Should We Give You This Job?

I am an experienced store attendant since this is my fifth year in the retail industry. I know how to get through to clients and meet set targets. I am also experienced in inventory management , a skill I learned while working in a warehouse that will come in handy here. Lastly, I am a hardworking, customer-oriented, self-motivated employee who’ll help this company live up to its vision and mission.

3. What Do You Love Most About Journeys?

I love your products. You are called the anti-Foot Locker for a good reason. Your main focus is on quickly shifting fashion footwear trends, and as someone who adores fashion, I find shopping here fulfilling. You also love giving back to the community thanks to your ‘Attitude That Cares’ program, which encourages your employees to participate in community outreach and service. You have also partnered with Can’dAid and organizations interested in building successful communities.

4. Mention The Skills You Will Bring Onboard

I have several skills that I am willing to use in this workplace or share with my colleagues when I get this job. I am an excellent communicator, a skill that has always helped me reach out to customers and help them with their purchases. Working in team settings has also equipped me with teamwork skills that will come in handy here. Additionally, I have lots of interpersonal and people skills that I am willing to share with your existing team.

5. What Do You Think Of Our Store’s Arrangement?

Your store arrangement is superb. You seem to understand the importance of store and product arrangement. I am particularly excited about the visibility you have given trending footwear and accessories. Also, parading the goods at a discount near the entrance is an excellent idea. Additionally, I find your labeling thoughtful. You have clearly labeled different sections with different goods to give your customers an easier shopping experience. I am ready to uphold your thoughtful arrangement when I get this job.

6. What’s Your Take On Teamwork?

I believe that teamwork is important, so every employee should invest in becoming a team player. Coming together and working towards a common initiative makes us powerful as we pool together our minds and abilities. I am glad that most organizations I have worked in value teamwork and employee collaboration, just like Journeys. I am prepared to blend well with your existing team and do everything expected of me to fit in. I will also motivate my team members to work hard to meet the targets and contribute to the store’s missions.

7. Do You Have Any Relevant Experience?

No. This is my first attempt at a retail job. I am in my third year of college, pursuing a Bachelor of Commerce course that I believe will play a significant role in my retail knowledge upon completion. I am a fast learner, with lots of people skills, given my involvement in clubs and school initiatives. I have also developed many positive habits over the years, such as meditation, that keep me motivated and fully focused on the work. I am confident that I will succeed, given a chance.

8. What Is The Biggest Challenge That You Foresee In This Job?

I have worked in the retail industry for seven years and have dealt with many challenges. I have also observed that most of these challenges are common in different stores. I, therefore, expect normal issues such as difficult customers and increased workloads, which I am prepared to handle excellently and to the store’s satisfaction. I will devise creative solutions for any significant and specific challenge and involve the team and management where necessary. All in all, I am confident that I will overcome all the challenges that come my way.

9. How Do You Stay Motivated In This Field?

I mostly focus on intrinsic motivation to survive in this field. I generally have daily, weekly, and monthly targets and goals that must be met, all of which motivate me to work hard and improve. I am also not fond of letting down my colleagues, so I always put my best foot forward when going about my workplace duties. Lastly, I love succeeding in my endeavors, which is why I am always motivated.

10. We Believe In Excellent Customer Service. How Do You Always Ensure That Customers Are Satisfied?

As a customer and retail expert, I fully understand the importance of customer satisfaction. I wouldn’t shop in a given store twice if my first few experiences were unsatisfactory. Therefore, I am always prepared to go above and beyond to ensure that customers are satisfied when they walk out of the store. I normally anticipate any need for help and offer the right assistance. I also have many interpersonal skills that come in handy when handling customers. I am committed to helping stores achieve customer loyalty.

11. How Would You Deal With An Upset Customer?

The best way of dealing with an upset customer is to show empathy and offer the needed assistance. I will urge them to share whatever is troubling them before issuing a heartfelt apology. I would then get down to solving the issue without giving any unfulfillable promises. Depending on the situation, I may also involve the manager or supervisor. I will ensure that the upset customer gets all the help they need and walk out of the store with a light heart.

12. How Do You Keep Off Distractions?

Avoiding distractions is all about focus. I have worked on building my focus levels throughout my career, which I am happy are at an all-time high. Therefore, to keep off distractions, I normally ensure that I channel my attention to what’s important such as my targets, goals, and customer satisfaction. I don’t normally leave room for anything that may thwart my efforts to succeed and meet or exceed my goals. Additionally, I maintain a proper work-life balance, which is important for avoiding distractions and building focus. I can there go about my duties uninterrupted.

13. How Do You Handle Stress?

Stress-handling is an important skill that every employee should strive to build, especially in the retail field. I discovered that staying calm is the first thing to do when stressed. Panicking and getting anxious only worsens the situation and may lead to poor situation handling. I have trained my mind to stay calm whenever I am stressed before getting to the root cause of the matter and dealing with it. If it is an increased workload, I devise a strategy that involves prioritizing work. All in all, remaining composed gives one time to think about effective stress-handling measures.

14. Why Do You Believe That You Are The Most Suited For This Position?

Even though I can’t speak for other candidates, given that I don’t know their credentials, I believe that my experience puts me ahead. I have worked in some of the most stressful environments in my career that have improved my ability to work under stress and handle heavy workloads without breaking a sweat. Such environments hardened and prepared me for most challenges in the retail sector. I also have lots of interpersonal and customer service skills that I am willing to use here and share with my colleagues. I will definitely do an excellent job if given this chance.

15. What Did You Feel About Your Previous Manager?

I liked my previous manager. Even though he was excessively strict at times, he managed to keep us on our toes, teaching us how to thrive under pressure. Having been a salesperson before, he molded us into excellent salespeople, imparting the skills he learned during his time. He also ensured that we mentored the new recruits, giving the company a competent and well-trained workforce. He also involved us in decisions affecting us, which we all appreciated. I am honored to have worked with him.

16. What Would You Do If You Caught Your Colleague Stealing?

I am against workplace theft, so an employee caught stealing should be subjected to the store’s anti-theft policies. I believe it is our duty to protect every workplace property, which in this case also covers the products on sale. I would report such an employee to the proper authorities and involve security for thefts in progress. I am interested in maintaining high levels of integrity, which everybody else should strive for.

17. How Will You Encourage Someone To Buy A Specific Pair Of Shoes?

Being in this industry for a considerable amount of time teaches you a thing or two about sales. Approach matters when you want to convince a customer to get an item. I would walk up to a customer, greet them with a smile and suggest that they would look more beautiful or dashing in the specific pair of shoes, after which I would ask them to try it out. I would then explain to them some of the pros of the particular pair and ask if they feel comfortable. Depending on the store’s policies, I may even offer a discount.

18. How Do You Solve Workplace Conflict?

Conflicts are common in such big establishments. However, they should never affect the entire team’s morale, which explains why I normally solve them expeditiously. I don’t have a problem approaching the other party so that we work on the conflict before it breeds bad blood between us. I also have excellent mediation skills that I use to solve workplace conflicts between employees. All in all, I am always keen not to let conflicts and disagreements threaten the team’s morale.

19. Do You Think You Are A Great Fit?

I believe that I am an excellent fit for this position. I have worked in fast-paced settings such as Journeys for four years and learned everything that can help me succeed. I have also been in several team settings and built many teamwork skills. I know how to motivate others, solve conflicts, and lobby support from team members. Lastly, I have met 95% of my career targets and won’t have a problem meeting your store’s targets. I am confident that I will make a good addition to your existing team, given a chance.

20. What Would You Do If You Noticed That A Customer Was Struggling To Find A Given Product?

I am always willing and ready to help customers go about their shopping expeditions, which explains why I normally make myself as accessible as possible. I would walk up to such a customer before they approached me and find out what they are looking for. Instead of pointing towards a given direction, I would walk them to the particular shelf and let them pick whatever they needed. I believe in excellent customer service, best shown by being involved and interested in the customer’s shopping.

21. What Are Your Strengths?

I have several positive attributes that I consider strengths. They have helped me thrive in this field and solve different challenges. First, I can work well under pressure, a great strength this given retail work demands. Secondly, I am pretty flexible, an attribute that comes in handy in responding to different workplace situations and working blended shifts. I can also make time over the weekends or during the holidays when asked to. Thirdly, I am excellent at multitasking, which is needed in retail work. I can handle different tasks without compromising the quality of my output. Lastly, I am determined and hardworking, attributes needed in coming up with solutions to different work challenges.

22. Do You Have Any Weaknesses?

I have a few weaknesses which don’t define me or inhibit my potential and ability to deliver. I am generally impatient, a weakness I am successfully overcoming. I am glad it doesn’t nowadays reflect whenever I attend to my workplace duties. I am also a perfectionist, which, even though it may be a good attribute, can sometimes be a weakness. Before working on taming it, I’d beat myself up if things did not turn out as I had envisioned. I am glad about the improvements I have made so far. Thanks to self-awareness, I am able to identify and work on my negative traits.

23. Tell Us About Your Availability

I am yet to clear from my former workplace. However, I issued them a notice two weeks ago, which is set to expire at the end of the week, after which I will be free for any new responsibilities. I don’t also have a problem working day or night shifts since I have done both severally in my career. I am fully prepared for this position.

24. Why Did You Leave Your Previous Job?

I wanted a change of work environment and a chance to meet and conquer new challenges. It undoubtedly gave me a chance to thrive in this field, given the experience I obtained. I met an excellent team and worked with some of the renowned managers in the retail sector. However, after four years, I found it thoughtful to try somewhere else and give a different person a chance to grow their career through my previous position. I chose this establishment as the perfect place to get new experiences and try something different.

25. Do You Have Any Long-Term Goals?

I have several long-term goals that I take seriously. Goal-setting has helped me thrive in this career, explaining the latter. I intend to try management in the future, which will give me a chance to showcase my leadership skills and oversee a team. I am currently working on gathering the relevant experience and skills needed for management and any other leadership position I will land. I also intend to get a Master’s in Business Administration in the near future. I am committed to achieving all these goals.

These are some of the most-asked questions in Journeys interviews. Ensure that you have all the answers at your fingertips for a successful interview session. Stay confident throughout the interview and show the interviewer that you will succeed, given a chance.

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16 Journeyman Lineman Interview Questions (With Example Answers)

It's important to prepare for an interview in order to improve your chances of getting the job. Researching questions beforehand can help you give better answers during the interview. Most interviews will include questions about your personality, qualifications, experience and how well you would fit the job. In this article, we review examples of various journeyman lineman interview questions and sample answers to some of the most common questions.

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Common Journeyman Lineman Interview Questions

What inspired you to pursue a career as a journeyman lineman, what are the biggest challenges that you face as a journeyman lineman, what motivates you to stay safe while working on power lines, how do you maintain focus while working long hours in sometimes difficult conditions, what is your greatest strength as a journeyman lineman, how do you work to ensure that every job is completed correctly and safely, what are the most important qualities that you look for in new hires, what are your thoughts on the current state of the journeyman lineman industry, how do you ensure that your crews are always prepared for whatever comes up, what are your plans for the future of your career as a journeyman lineman, what advice would you give to someone who is thinking about becoming a journeyman lineman, what are the biggest benefits of being a journeyman lineman, what do you think sets your company apart from other journeyman lineman companies, how has your experience as a journeyman lineman helped you in your personal life, what would you say is the most rewarding part of your job, what are your goals for the next five years as a journeyman lineman.

There are a few reasons an interviewer might ask this question. They could be trying to gauge your interest in the field, or they may be trying to determine if you have the qualities necessary to succeed as a Journeyman Lineman. Either way, it is important to be prepared to answer this question in a way that will impress the interviewer.

Some things you might want to mention include your interest in working with electricity, your enjoyment of working outdoors, and your dedication to safety. You should also be sure to emphasize your willingness to work long hours and in difficult conditions. Ultimately, the interviewer is looking for someone who is passionate about the job and has the drive to succeed. By highlighting these qualities, you will give yourself the best chance of impressing the interviewer and landing the job.

Example: “ I've always been interested in working with my hands and being outdoors. When I was younger, I used to help my grandfather work on his farm, and I loved it. I knew that I wanted to pursue a career that would allow me to work with my hands and be outdoors. When I learned about the Journeyman Lineman position, it seemed like the perfect fit. I love that this career allows me to work independently and that no two days are the same. I also appreciate the physicality of the job and the fact that I can make a real difference in people's lives. ”

There are many potential challenges that a Journeyman Lineman may face on the job, such as working in difficult weather conditions, dealing with complex equipment, or working at great heights. By asking this question, the interviewer is trying to get a sense of how the Journeyman Lineman deals with challenges and whether they are able to overcome them. This information is important because it can help the interviewer determine whether the Journeyman Lineman is a good fit for the job.

Example: “ There are many challenges that a Journeyman Lineman faces on a daily basis. Some of the biggest challenges include working with high-voltage electricity, dealing with bad weather conditions, and being on call 24/7. ”

An interviewer would ask "What motivates you to stay safe while working on power lines?" to a/an Journeyman Lineman because safety is the most important aspect of the job. Linemen are constantly working with high voltage electricity and it is essential that they follow safety procedures to avoid injury or death.

Example: “ The safety of myself and my co-workers is always my top priority while working on power lines. I know that the potential for injury or even death is very real, so I stay focused and alert at all times. I also make sure to follow all safety procedures and protocols to the letter. In short, what motivates me to stay safe while working on power lines is the knowledge that doing so is essential to protect myself and others. ”

An interviewer would ask this question to a Journeyman Lineman in order to gauge their ability to stay calm and focused in difficult or challenging situations. Journeyman Linemen are responsible for maintaining and repairing electrical power lines, which can be a physically demanding and dangerous job. Therefore, it is important for them to be able to maintain focus and stay calm in order to prevent accidents.

Example: “ There are a few things that Journeyman Lineman can do to maintain focus while working long hours in sometimes difficult conditions. First, it is important to stay hydrated and take breaks when needed. It is also important to eat healthy foods and avoid sugary snacks or drinks that can cause a crash. Journeyman Lineman should also try to get enough sleep each night so that they are well-rested for their shifts. Finally, it is helpful to set goals for each shift and break down tasks into smaller steps so that the work does not seem as overwhelming. ”

There are a few reasons an interviewer might ask this question. They could be trying to gauge your self-awareness and see if you have a realistic view of your skills. They could also be looking for qualities they value in their organization and want to see if you have them. Finally, they may be trying to get a sense of your work ethic and dedication to your trade.

It is important for the interviewer to know your strengths so they can determine if you would be a good fit for the organization. They need to know if you have the skills and qualities they are looking for, and if you are dedicated to your trade.

Example: “ My greatest strength as a Journeyman Lineman is my ability to troubleshoot and repair electrical problems. I have a strong understanding of electrical theory and am able to apply this knowledge to real-world situations. I am also able to work safely and efficiently in high-voltage environments. ”

An interviewer would ask "How do you work to ensure that every job is completed correctly and safely?" to a Journeyman Lineman because it is important to make sure that the job is done correctly so that everyone is safe.

Example: “ I always work to ensure that every job is completed correctly and safely by following all the safety procedures and guidelines. I also make sure to double check all the work that has been done before calling it complete. ”

There are a few reasons why an interviewer might ask this question to a journeyman lineman. First, it allows the interviewer to gauge the journeyman's level of experience and expertise in the hiring process. Second, it allows the interviewer to get a sense of the journeyman's priorities and values when it comes to new hires. Finally, it gives the interviewer an opportunity to ask follow-up questions about the journeyman's specific criteria for new hires.

Example: “ The most important qualities that I look for in new hires are: 1. A strong work ethic – I want to see that they are willing to put in the hard work required to be a journeyman lineman. 2. A good attitude – I want them to be positive and enthusiastic about the job, and willing to learn and grow with the company. 3. A commitment to safety – This is paramount in our industry, and I want to see that they are committed to working safely and following all safety protocols. ”

There are a few reasons why an interviewer might ask this question. First, they may be trying to gauge the Journeyman Lineman's level of experience and knowledge about the industry. Second, they may be interested in the Journeyman Lineman's thoughts on the current state of the industry and how it is changing. Finally, the interviewer may be trying to get a sense of the Journeyman Lineman's future career plans and whether or not they are committed to the industry.

Example: “ There is a lot of change happening in the Journeyman Lineman industry right now. New technologies are emerging that are changing the way linemen work, and the industry is starting to see more consolidation. These changes present both challenges and opportunities for journeyman linemen. On the one hand, new technologies are making some aspects of the job easier and more efficient. For example, GPS-enabled equipment can now be used to help locate underground utilities, which can save time and reduce frustration for linemen. On the other hand, these same technologies also have the potential to automate some aspects of the job, which could lead to fewer opportunities for journeyman linemen in the future. The industry is also consolidating, with larger companies buying up smaller ones. This can be good news for journeyman linemen, as it can provide them with more stability and better benefits. However, it can also lead to less competition and fewer choices for workers. Overall, the journeyman lineman industry is facing some challenges, but there are also opportunities emerging. It will be important for workers to stay up-to-date on new technologies and trends in order to take advantage of these opportunities and secure their place in the industry. ”

An interviewer would ask "How do you ensure that your crews are always prepared for whatever comes up?" to a/an Journeyman Lineman because it is important for the Journeyman Lineman to be prepared for anything that might come up while they are working. It is important for the Journeyman Lineman to be prepared for anything that might come up because they need to be able to protect themselves and their crew from any potential hazards.

Example: “ There are a few things that we do to make sure that our crews are always prepared for whatever comes up. First, we have a detailed daily safety briefing where we go over the day's work and any potential hazards. We also have a weekly safety meeting where we review any incidents from the previous week and discuss how to prevent them in the future. Finally, we have an annual safety training day where we review all of our safety procedures and make sure that everyone is up to date on the latest best practices. ”

There are a few reasons why an interviewer might ask this question. First, they want to know if the Journeyman Lineman is planning on staying in the same field or if they plan on changing careers. Second, they want to know if the Journeyman Lineman is planning on continuing their education or training. Third, they want to know if the Journeyman Lineman has any plans to start their own business. Lastly, the interviewer wants to know if the Journeyman Lineman plans on retiring soon. This question is important because it helps the interviewer get a better understanding of the Journeyman Lineman's career goals and plans.

Example: “ I plan on continuing to work as a Journeyman Lineman for as long as I can. I enjoy the work and find it very rewarding. I also plan on continuing to learn and keep up with the latest technologies and advancements in the field. ”

There are a few reasons an interviewer might ask this question to a journeyman lineman. First, they may be interested in the personal advice and experience of the journeyman lineman. Second, they may be trying to gauge the journeyman lineman's level of experience and expertise. Finally, they may be trying to determine if the journeyman lineman is someone who would be a good fit for their company or organization.

Example: “ There are a few things to consider before becoming a Journeyman Lineman. Firstly, it is important to have a strong understanding of electricity and how it works. Secondly, Journeyman Linemen need to be physically fit and able to work long hours in challenging conditions. Finally, it is essential to have excellent problem-solving skills and be able to think on your feet. If you are considering becoming a Journeyman Lineman, make sure you are prepared for the challenges that come with the job. ”

The interviewer is likely asking this question to gain insight into what motivates the Journeyman Lineman. It is important to know what motivates someone in order to gauge how well they will perform in a role and how likely they are to stay in a role long-term. Additionally, this question can help the interviewer understand what the Journeyman Lineman values most in their work. For example, if the Journeyman Lineman cites high wages and good benefits as the biggest benefits of their job, the interviewer can infer that they are primarily motivated by financial compensation. On the other hand, if the Journeyman Lineman cites job satisfaction and a sense of pride in their work as the biggest benefits, the interviewer can infer that they are motivated by more than just financial compensation.

Example: “ The biggest benefits of being a Journeyman Lineman are the wages and the job security. Journeyman Linemen are among the highest paid tradesmen in the United States, with an average annual salary of $62,000. They are also in high demand, due to the nature of their work. Linemen work on power lines, which are critical infrastructure for both homes and businesses. As a result, they are often able to find steady work even in times of economic downturn. ”

There are a few reasons why an interviewer might ask this question. First, they want to know if you have a good understanding of the company you work for and what makes it unique. This shows that you are thoughtful about your career and are invested in your company. Second, they want to know what you think makes your company better than others in the industry. This helps them understand your priorities and how you make decisions. Finally, this question allows the interviewer to gauge your level of experience and expertise in the Journeyman Lineman field.

Example: “ There are a few things that set our company apart from others in the Journeyman Lineman industry. First, we have a team of highly experienced and certified professionals who are dedicated to providing the best possible service to our customers. Second, we use only the latest and most advanced equipment and techniques in our work, which ensures that our customers receive the highest quality service possible. Finally, we offer a wide range of services to our customers, so they can choose the ones that best suit their needs. ”

There are a few reasons why an interviewer might ask this question. First, they want to know if the candidate has the necessary skills to do the job. Second, they want to know if the candidate is able to apply those skills in their personal life. Third, they want to know if the candidate is able to use those skills to benefit themselves and others.

The most important reason why this question is important is because it allows the interviewer to gauge the character of the candidate. It also allows the interviewer to see if the candidate is able to think critically and apply what they have learned in their career to their personal life.

Example: “ My experience as a Journeyman Lineman has helped me in my personal life in many ways. It has taught me how to be a leader and how to work together as a team. It has also taught me how to stay safe and how to troubleshoot problems. ”

There are a few reasons why an interviewer might ask this question. First, they might want to gauge how satisfied the Journeyman Lineman is with their current position. Second, the interviewer might be trying to identify what motivates the Journeyman Lineman and what makes them feel fulfilled in their work. Finally, this question can help the interviewer understand what the Journeyman Lineman values most in their job and what they believe is the most important aspect of their work. Ultimately, this question is important because it can help the interviewer understand what makes the Journeyman Lineman happy in their job and what they believe is most important to them.

Example: “ There are many rewarding aspects to being a journeyman lineman, but one of the most gratifying is knowing that you are helping to keep the lights on for your community. It can be a challenging and demanding job at times, but it is also very rewarding to see the difference you are making in people's lives. ”

There are a few potential reasons why an interviewer might ask this question. First, they may be trying to get a sense of your long-term career goals and whether or not you see yourself staying with the company for the foreseeable future. Additionally, they may be interested in hearing about your plans for continuing your education or training in the next five years, as this can impact your ability to perform your job at a high level. Finally, this question may simply be a way for the interviewer to gauge your level of ambition and motivation; if your goals for the next five years are realistic and achievable, it shows that you are likely to be a hard worker who is always looking to improve.

Example: “ My goal for the next five years as a Journeyman Lineman is to continue working hard to provide a safe and reliable electrical service to my community. I will also continue to update my skills and knowledge so that I can provide the best possible service to my customers. Additionally, I hope to continue to grow my customer base and build strong relationships with those I serve. ”

Journeys Interview Questions & Tips

How to get a job at journeys.

The Journeys hiring process helps retail job seekers find meaningful employment. Once an applicant submits the required information, a hiring manager contacts the prospective team member about scheduling a job interview. Applicants generally hear back from hiring managers within a few days. Some applicants may receive hiring consideration immediately after submitting the appropriate information onsite. Other workers may wait several weeks before hearing back from hiring managers, depending on the volume of applicants. Employee referrals also generally expedite the wait time applicants undergo when hearing back from Journeys about potential jobs.

Common Managerial Interview Questions

Management job hopefuls generally participate in one or two rounds of interviews. Candidates for managerial roles often respond to: "How well do you work in a team setting?" and "Are you able to work holidays and weekends?" Questions regarding leadership, conflict resolution, and company policy also come up during Journeys job interviews. The sessions take roughly 20 to 30 minutes to complete and generally feature a store manager or general manager presiding over the proceedings.

Typical Entry-level Interview Questions

Why should we hire you?
If you could describe Journeys as an animal, what would it be and why?
If you witnessed an employee stealing merchandise, how would you handle the situation?

Act and Dress Professionally

As a fashion retailer, Journeys expects employees to dress appropriately. Wear business-casual clothes to each interview and demonstrate well-groomed appearances. Applicants seeking favorable consideration from hiring managers should wear fashionable clothing and accessories and express genuine passion for customer service and retail. Candidates with positive and friendly attitudes throughout the Journeys interview process gain considerable hiring favor. The process usually ends quickly, so take each interview seriously and make lasting first impressions.

Journeys Sales Associate Interview Video

Video Transcript

Interviewer : Please describe your job title and primary duties.

Journeys Sales Associate : At Journeys, I was a sales associate. But it was a lot of sales. It was a lot of organizing in the back room when you weren’t engaged with customers, like putting shoes away and putting new shipment away. But it was also checking out customers in and out, organizing the store, and making sure that this particular Journeys, no one was like trying to steal any of the merchandise, things like that.

Interviewer : What was the work environment like?

Journeys Sales Associate : The work environment at Journeys was fun. I really liked it. It was also fast paced too, which is one of the things that I liked about it a lot. You were always doing something, you were always encouraged to do something. And so the coworkers were very supportive. If you ever had any questions about anything, they tried to help you as best as they could. If you had a sales goal for the day, say it was 400, they would try to help you meet that sales goal by helping you engage with the customer, suggesting socks, things like that.

Interviewer : What was your favorite part about working there?

Journeys Sales Associate : My favorite part was using the employee discount. It’s 40% off. It’s more than you can get just being as a customer. And also you had commission based on your sales goal. And what else? Oh, the company also gives out like free shoes to employees all the time for the holidays, so they do that a lot.

Interviewer : Please describe the application and interview process.

Journeys Sales Associate : What I did was I went to the store in person, gave the hiring manager my resume. She liked what she saw. She invited me to apply online. I applied and I think it took about two weeks for them to give me a call for an interview. And it was a pretty standard interview as well. I was asked, “What are some of your strengths? What are some of your weaknesses?” And I got the offer, I got the job offer at the end of the interview. So that was good.

Interviewer : What questions did the interviewer ask during the job interview?

Journeys Sales Associate : They also asked the same thing too, like, “Describe a time that you had to deal with a negative customer. How would you deal with them? What did you do to alleviate the situation?” And then of course, I think this is common across all jobs, “Why should we hire you?”

Interviewer : What set you apart from other candidates?

Journeys Sales Associate : I think what set me apart from other candidates was the impression that I gave to the manager. I think I came off as someone that’s very hands on, entrepreneurial, and of course personable. I think that’s what set me apart and what led to me getting an offer, a job offer at the end of the interview.

Interviewer : What other advice would you give to a job seeker looking to gain employment?

Journeys Sales Associate : If you were looking for a job at Journey’s, my advice would be to really get to know the hiring manager, show up in person, give your resume to the hiring manager. That makes a strong impression that you’re willing to work and you’re ready to work. My other suggestion would be to definitely prepare for the interview because they might throw a curve ball or two in there. But just like any other interview, just be prepared to really just show up yourself and sell yourself to the company about why they should hire you.

Journeys Retail Associate Interview Video

Journeys Retail Associate : So I was a retail associate. So what I would do is talk to people that come into the store, greet them and try to build a sale with them. And once I build the sale, I ring them out and that’s usually what I do throughout the day. And then at night I put away drags, which is shoes that we just left out after we tried to sell them and nobody wanted them. And we just do a basic cleanup.

Journeys Retail Associate : It was a pretty fun place to be in. You felt very comfortable when you walked through the doors, workers were wonderful. That’s pretty much it.

Journeys Retail Associate : Meeting new people, being able to, as you’re building a sale you kind of develop a connection with them. Kind of understand and you learn a lot from them too, from their experience with buying shoes or their experience with whatever. Sometimes you just build a conversation with them and kind of build a little relationship with them. Sometimes it ends up being like they only go to you when you know when they’re coming to buy shoes.

Journeys Retail Associate : The application is online. When you go to the Journeys website, also once you put your application in, they call you or you call them to schedule an interview and they ask you questions such as have you worked in retail? Or what makes you want to work in a retail environment?

Interviewer : How were you notified that you received the job?

Journeys Retail Associate : For me, I was pretty much hired on the spot and that following week after I got hired, I started doing training, which was online as well. And from there that’s when I started working.

Journeys Retail Associate : The ability to want to work and meet new people. Me as a person, I am not easy, it’s hard for me to meet people. So working in an environment where you’re somewhat forced to kind of brought that side out of me. And I liked that. Knowing that it’s okay to talk to somebody, whether it’s to build a sale or if it’s about shoes or it’s, I learned that talking to people isn’t so bad.

Journeys Retail Associate : It’s a great first entry job. It’s wonderful on flexible schedule. They also help you if you want to build a career from there and it’s a good place to start if you’re looking to work, especially for teenagers.

Interviewer : Please describe your job title and primary duties. Journeys Sales Associate : Well, I was a sales associate, so I just stood on the floor and sold shoes to people that walked in, you know. And I did just some restocking, stuff like that. It was nothing serious.

Interviewer : What was the work environment like? Journeys Sales Associate : It was great. It’s like a team. It’s not really like … They really know how to motivate minimum wage workers, if that makes sense. They make it into a team environment. You’re not really like an employee, you know? And there’s a lot of incentives, too, that go with it, like discounts and stuff like that. So, it was cool.

Interviewer : What was your favorite part about working there? Journeys Sales Associate : Probably the discount. It was 40% off all shoes. So, that was pretty cool.

Interviewer : Please describe the application and interview process. Journeys Sales Associate : You do an interview when you first go in, or you do an online like interview thing, Then, you go in and talk to them, and that’s pretty much it.

Interviewer : What questions did the interviewer ask during the job interview? Journeys Sales Associate : They just really ask your hobbies, like your interests, stuff like that, your sales background, if you have one. That’s pretty much it. Like old jobs, stuff like that.

Interviewer : How were you notified that you received the job? Journeys Sales Associate : They told me right after the interview.

Interviewer : What set you apart from other candidates? Journeys Sales Associate : I’m not sure, honestly. I think that they needed more people, but I don’t know. I had a lot of other sales kind of jobs before, so …

Interviewer : What other advice would you give to a job seeker looking to gain employment? Journeys Sales Associate : To just apply and you’ll probably get it, you know?

Related Links: Journeys Application Journeys En Espanol

Breana says:

What is the starting pay ? What questions do they ask? What kind of clothes should someone wear or how should they dress ?

Dress code is very casual depending on the manager. They ask you job based questions as well as personality based, and starting pay is minimum wage.

Katlynn Kidd says:

What kind of clothes should they wear? What is our starting pay? What questions do thay ask?

Ta'Mara says:

What if your 15 and your birthday is around the corner to turn 16. Do you hold the application until he/she turns 16 or you just throw it away?

Jada Mitchell says:

What education level is required? Do I have to dress a certain way?

Mariah Benning says:

How do you get an interview at journeys kidz?

Ivette Sanchez says:

How can i get a job at Journeys Kidz as a part time sales employee?

Denia Wilburn says:

how are we to dress at the interview ? what’s the lowest and highest pay ? what if you have sports ?

vicktoria Gabrielle says:

how old do you have to be to have a job? should i know all the shoe brands? how many days later will i start? will they ask for salary information?

Khristien says:

what questions do they ask? how is the interview overall?

They asked me to explain how I would deal with a situation such as “Describe a time you had to go above your own responsibilities to get a job done.” and “Explain a time you were asked to go above your call of duty.” Overall, it’s a very quick interview. Just be yourself and be sure to ask questions and seem interested in the job!

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How to Answer “Tell Me About Yourself” in an Interview (Plus Examples!)

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By Stav Ziv

“Tell me about yourself” might seem like an easy win of an interview question —after all, you know all about yourself! And good thing, too, because it’s often the very first thing an interviewer will ask you to do—whether you’re having a preliminary phone screen, speaking to your prospective boss, or sitting down with the CEO during the final round.”

Read the full article on The Muse: https://www.themuse.com/advice/tell-me-about-yourself-interview-question-answer-examples

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How One Family Lost $900,000 in a Timeshare Scam

A mexican drug cartel is targeting seniors and their timeshares..

This transcript was created using speech recognition software. While it has been reviewed by human transcribers, it may contain errors. Please review the episode audio before quoting from this transcript and email [email protected] with any questions.

Hello, James.

Hey. How’s it going?

Yeah. I’m not having much luck. So the problem is funding. And all of my money is in Mexico, all of it.

From “The New York Times,” I’m Katrin Bennhold. This is “The Daily.” A massive scam targeting elderly Americans who own timeshare properties has resulted in hundreds of millions of dollars sent to Mexico.

Once you move forward and make your payment, if anything were to happen, he will directly pay you the full amount of what you’re entitled to, including the gains. He will pay you the full amount.

You’ve got all my money. It’s been sent. I sold a freaking house.

Listen to this. I sold a house that I grew up in so that I could come up with funds to send to Mexico.

I don’t even have anything from the sale, nothing.

My colleague Maria Abi-Habib on one victim who lost everything and the people on the other side of the phone.

That’s it. That’s it. There’s nothing —

You know what? That’s what has been said every freaking time. Every time, just pay this. That releases the funds.

But that’s why we won’t allow it to happen again. This is the last time, James.

It’s Friday, April 12.

Maria, you’ve been looking into this scam that’s targeting Americans. Where did your investigation start?

So several weeks ago, I received a phone call from a lawyer based in St. Petersburg, Florida, who had been contacted by a family who was very concerned that the father, this man named James, was in the middle of being scammed. He’d sent hundreds of thousands dollars to Mexico. And he was considering sending another $157,000 when his daughter decided to call up this law firm and try to get her father to stop, stop sending money to Mexico.

So I called him a few weeks ago as I was trying to understand what was going on.

Hi, James. How are you?

Good. Thank you.

He’s asked that his last name be withheld for privacy concerns because he’s quite embarrassed about the story that I’m about to tell you.

You’re retired now, but what were you doing for work? And if your wife was working, what was her job?

I was with the Highway Patrol.

James is a retired state trooper from California. And his wife Nikki is a former school nurse.

She was born in ‘51. So 71-ish.

Two. She’s just reminded me, 72.

And they’re both in their early 70s. And they own this timeshare that is in Lake Tahoe, California. And they bought it in the 1990s for about $8,000.

And for someone who did not grow up vacationing in a timeshare, remind me how exactly timeshares work.

Timeshares are essentially vacation properties. And they tend to be beach resorts. And multiple people can buy into this property. The ownership is a shared ownership. And this gives you the right to use the timeshare for one to two weeks out of every year.

And so James and Nikki used their timeshare every other year with their daughters. But as they hit retirement age and their daughters are growing up and starting their own families, they’re just not really using it that much anymore. And timeshares require the owners to pay off yearly maintenance fees. And so they’re starting to think about maybe letting go of their timeshare and selling it.

Then one day, in late 2022, James gets a phone call from a company that is purporting to be based out of Atlanta, Georgia called Worry Free Vacations.

Worry Free Vacations?

That sounds enticing.

Yeah. And they start off with a simple question, which is, do you want to buy a timeshare? And James says, I already have a timeshare. And then they say, great. Well, what about selling the timeshare? Do you want to sell? There’s this Mexican businessman, and he’s interested in your timeshare. And he’s willing to buy it for about $20,000.

So we figured, well, what the heck? If we can make a few bucks on it, we’ll go for it.

And James jumps at the opportunity.

And did he do anything to try and verify that this was real?

Yeah. So remember, James is former law enforcement. And he feels very confident in his abilities to sniff out untrustworthy people. So he goes online, and he googles this Mexican businessman and sees that, yeah, he is a real person.

He’s a very well-respected individual in Mexico, very well off. And —

And this makes James feel at ease, that he’s selling to a legitimate person, that Worry Free Vacations are who they claim to be and that he’s going to double his money overnight, essentially.

And what happens next?

Well, a couple of weeks after he makes the agreement with the buyer, he’s told that he needs to send a couple thousand dollars to facilitate the purchase.

What does that mean, facilitate?

[MUSIC PLAYING]

I can’t remember specifically whether it was supposed to be cross-border registration —

So he’s being told that there are these fees that are paid directly to the Mexican government.

Or SPID or some other fee that was Mexican government required or not.

A lot of these fees are the same types of fees that you would pay in the United States for a real estate transaction. So he begins wiring money to an account in Mexico.

After that —

— a few days later, we get a notification. Well, everything went well, except that we have to pay an additional fee.

Every time that he sends one fee, he’s being told that he’s got to send another fee right afterwards.

Does he get suspicious at any point?

His wife is suspicious. After the first couple of payments, she starts saying, this does not feel right.

But James is the former law enforcement officer, right? And he’s the one that basically handles the family finances. And he’s confident that all of this is going to work out because he’s being told that the buyer of the timeshare will reimburse James for all of these fees once the sale goes through.

Michael from the Worry Free Vacations was constantly reassuring me the money’s in that account. Check with the commercial escrow account. It’s there. It’s just these fees have to be paid, and you’re being reimbursed for all of this.

They’re sending James documents that show all of the reimbursements that he’s owed and how much money he’s going to get. And this just makes him feel like all of this is kosher.

We have this commercial escrow company that was involved out of New York. So there was an air of legitimacy that I was comfortable with.

Maybe OK, these guys just need one more fee and everything is going to finally be cleared.

But about a year in, James starts to get suspicious. He begins asking questions because he wants his money.

And every time I asked, hey, is there a way I can get a partial release of these funds, there was always no, these funds have to be paid from your account before they’re released.

But Worry Free Vacations, they pivot. And they tell him that, listen, there are all these complications. It’s going to be really hard to get your money out from this transaction.

I could pay about $30,000 and change to reinvest the $313,000 into an environmentally-conscious development in Loreto, Mexico.

Instead, we’ve got this other investment opportunity in Mexico.

And I’m sure you know where that is, over on the East Coast of Baja.

And that is going to make you a huge return, even more money than you had thought that you were going to make, much more than the $20,000.

I’m supposed to have 54 million pesos in a Mexican bank account.

So this is now no longer just about his timeshare. They are now partners in a real estate investment.

Right. And there’s this whole new round of fees and fines associated with that.

So how many payments would you say?

Quite a few. Couple dozen at least, maybe more.

When was your last payment?

It would have been 17 January.

Uh-huh. And what was that for?

Good question.

And all along, he believed it was necessary to pay these costs just to get the money that he’s owed.

The amount of money that I’ve sent to Mexico is just freaking exorbitant. And I mean, it is approaching $900,000 or more.

And at this point, he’s sent about $900,000 to Mexico over about a year and a half.

Nearly $1 million.

That was almost all the money that he and his wife had saved for their retirement.

It also included money from the sale of James’s childhood home and money that he had borrowed from his daughter and son-in-law, about $150,000 from them.

It’s awful. So they were completely cleaned out by these guys.

Yeah. And this is when his daughter asks a law firm to look into this, which is the point in the story when I meet James. And when we start talking, it was clear to me that he just did not know what to think, even after losing this much money.

So this started in 2022. When did it end?

We’re still in it.

And he’s still talking to the scammers.

And as a matter of fact, presently, there was a request for $157,000 and change to clear up this whole thing. It would clear the entire issue out. Now —

And James is even considering putting a second mortgage on his house to send that money that he’d been promised would finally clear all this up — one final payment of $157,000.

It really sounds like he’s still wanted to believe that this was somehow legit.

Yeah. It was pretty clear to me that he was being scammed. But I didn’t definitively know what was going on, so I asked him if he could start recording his phone calls with the scammers.

Would you be so kind as to do me a favor?

Would you be willing to give them a call and record them?

[LAUGHS]: I’ll let you in on a little secret. I’ve been recording them.

And it turns out he already had been.

Worry Free Vacations.

So he shared the recordings of these calls that he’d had with these scammers over the last year or so. And it was just remarkable. It gave me huge insight into how the scam worked and the way that it sounded over the phone.

Is this is Michael in? I think he’s trying to call me. I couldn’t get through pick up.

Yes, I believe he did try to call you, sir. Give me a second. I think he’s only going to be in for a couple of minutes. One second.

There are two main takeaways for me listening to these calls.

Good afternoon. Michael McCarthy.

Michael, I missed your call. I was trying to pick up.

Yeah, don’t worry. Yeah, I figured something was wrong with your phone. Everything OK?

The first is that these scammers had really gotten to know James so well, and they really made James believe that Worry Free was a company that was working for him.

That’s why we need to hurry up and get this money over to you. Because hey, I’m losing my mind too. I’m not even here to convince you, James. I’m not — I’m your broker, and —

One of the things they continuously say is, trust me.

Look, I’m doing everything I can in my power and will on my end. So James, just look — like I told you from the get-go, I’m going to resolve this. And we are doing it. I just need you to focus on the goal.

They would refocus the conversation on what James needed to do to get his money back.

Look, if you make your payment as a security deposit, right away they will release the funds to you. With these —

And the other thing —

I’ve been having so much trouble trying to reach you, and I have not been successful.

— is that the scammers had created this elaborate cast of characters.

Why don’t you answer my calls?

And some of them were really aggressive. James shared a recording of this one man who claimed to be an agent for the Mexican government. And he basically started yelling at James.

I don’t care if your wife is at the hospital. To be honest with you, I don’t give a damn! But you know where I do give a damn? It’s your money, and my name is written all over it! Do you understand?

And he even threatened James. If James didn’t pay off these fines, then he would lose all the money that he’d sent to Mexico already.

You could get the best lawyer you want. You could get whoever you want. And this is not a threat. This is facts. But anyways, who am I to convince you, right?

Well, thank you for the information. And — are you still there? Hello?

Wow. So these scammers were basically doing a good cop, bad cop routine to stop James from walking away and to squeeze every last penny out of him.

If you provide me your email, contact information, I will certainly be happy to forward all of the wire transfer information from my bank account to you so that you can see where those funds went.

Yeah, that would be great. I have your email.

James asks me, a reporter who’s based in Mexico, who speaks the language, if I could help him figure out where his money had gone to.

Thank you very much. I really appreciate your assistance.

I’m just doing my job. Thanks again, and we’ll talk soon.

And the only way that I could figure that out was to understand who was on the other side of the phone.

We’ll be right back.

So Maria, who was on the other side of that phone line?

So by the time that I’d met James, I’d already gotten a tip from US law enforcement agencies that they were seeing a new trend. Mexican drug cartels were getting involved in the timeshare scam industry.

Drug cartels?

Yeah. And not just any drug cartel. This is one of the most notorious, violent, bloody drug cartels that exists in Mexico and Latin America, the Jalisco New Generation cartel. And when I looked at James’s bank records, guess what? All the money that he was sending was going to various bank accounts that were all located in Jalisco state in Mexico.

Wow. So why would the drug cartels get into the timeshare scamming business?

It is a huge business. The FBI told me that it’s about $300 million in profits over the last five years.

But the thing is is that the potential for it to actually be multitudes more is huge. Because the FBI estimates that most of the scams are actually not even reported. In fact, only about 20 percent are. So that means the total timeshare scam business could actually be much larger than the $300 million that they have knowledge of over the last five years.

But wait. I thought the drug business was a pretty lucrative business in itself. So why get into the scamming of elderly people for their properties in Lake Tahoe?

Well, you have to remember that these drug cartels, they’re not just doing one thing. They’re doing multiple things. They’re essentially conglomerates. Because it’s really expensive to run a cartel. You need to pay off officials, both Mexican and American. You need to maintain basically an army in order to secure your routes up to the United States, ports of entry into Mexico from Colombia. And any big business, you need to diversify your income to make sure that you keep the money flowing. Because you never know when one business is going to be shut down by authorities or taken over by your rivals.

We’ve reported that they’re now in the avocado business and the construction business. And timeshare fraud is basically no different than any of those. So we’re seeing that the cartels have their fingers in many pies, the legitimate and the illegitimate economy here in Mexico.

It’s kind of fascinating to think of these drug cartels as like sprawling diversified business empires. But when did the cartels first get into the scamming business?

So Jalisco New Generation started about 15 years ago.

And when they started to consolidate their empire in Jalisco state, they found that there were all these scam timeshare call centers all over the state that were being run by various players, and that this was a huge, huge moneymaker. Because essentially, all you have to do is call up retired senior citizens in the US and Canada. It doesn’t take that much money to run that kind of a scheme. There’s no product you’re making.

So essentially, they conducted a hostile takeover of these call centers. They went in. They kicked down doors and dragged out the people who were managing these call centers by their hair and threatened to kill them unless they gave up the call centers or started handing over a cut of what they made. And slowly, slowly Jalisco New Generation cartel took over the entire timeshare fraud industry.

Interesting. Were you able to find any of these call centers?

So these call centers are pretty hard to find. They look like any other storefront. But I was able to visit two that were located in an upscale neighborhood in Guadalajara, which is the capital of Jalisco state. And it was just really perturbing because it was just so normal. Two villas about a mile away from each other outside. Outside of one villa, parents were walking by, holding their children’s hands as they did drop off at school.

It was right next to a park where people taking their morning exercise or their dogs for a walk. There was no real sign that the cartel was doing business there. But a few months before, Mexican law enforcement had found the bodies of eight young people who had used to work at one of these call centers and said that the Jalisco cartel had killed them.

Wow. What happened?

So I wasn’t able to talk directly to any of the victims’ families. They’re just too scared. But in general, this is usually how it starts.

The cartel seeks out English speakers to work for their call centers. Sometimes they don’t even tell them what exactly they are doing. They would tell the recruits that the job was adjacent to the hotel industry.

You have to remember, Jalisco is a huge, huge tourism magnet for Americans and Canadians and others. And the cartel would get their call lists from bribing hotel employees to give them the names of people who stayed at these hotels and also at the timeshare resorts. And the people who would work at the call centers are provided the names and a manual of what you need to do when you call, like a loose script of how to try to suck as much money as you can out of these people up North in Canada and the States.

So we don’t know for sure what exactly happened with the eight young Mexicans who were killed last year. But through an intermediary, one sibling told us that when their family member knew what their job actually was, they became extremely uncomfortable and tried to leave the call center and find another job maybe.

But the Jalisco New Generation cartel is known for being extremely brutal. They chop off heads, and they’ll put them on the gates of a playground, for instance. So that everybody in the neighborhood knows what went down. And in this case, it’s possible that they wanted to send a warning that there’s no defection from their timeshare call centers.

So basically making a very scary example of these guys, in case anyone else is thinking about quitting one of the call centers.

Exactly. And one man, who runs an organization who advocates for missing people and actually organizes search parties to comb the forests of Jalisco state looking for the missing, says that he knows of about 30 people who have disappeared from the call centers in Jalisco state since 2017. So while Americans and Canadians might be losing much of their life savings, in Mexico, this is actually deadly.

Are the authorities doing anything about this?

Not really, other than the fact that these two call centers were shut down. The authorities haven’t arrested others. They’re not putting pressure on Mexican banks, for instance, to look into these payments coming from senior citizens in the US or Canada. And you have to remember that people are really afraid. But you also have to remember that in Mexico things are not that clear. There is a lot of corruption and government collusion with organized crime and cartels.

And the tourism industry, it is huge in Mexico and particularly in Jalisco state. This is a multi-billion dollar industry. They don’t want Americans or Canadians or Europeans who are coming to Jalisco for its beautiful beaches and its mountains to hear about these stories regarding the cartels being involved in the tourism industry and think, I’m not going to send my family there for that beach vacation. It’s just simply too dangerous.

So everybody has an incentive to have the scam continue, whether because they’re too afraid and don’t want to speak out or because they’re in on it.

So in a way, local authorities have an interest in sweeping it under the carpet in order to just maintain this idea of a tourist destination.

Exactly. I mean, the spokeswoman for the prosecutor’s office was very responsive to me until I told her what I wanted to ask her questions about. And then she just simply never answered any of my texts or phone calls.

So Maria, based on everything you know, all the information you have, would you say that you’re confident that the cartels were the ones who scammed James?

Yes, 100 percent. Everything I’ve seen points in that direction.

What did James say when you told him this?

So it took him quite a while to really allow himself to believe it. On the advice of his lawyers, he stopped picking up the phone calls. And about a week ago, they stopped after the scammers kept trying to call him.

But you said he was in it for over a year. Why do you think it took him so long?

Can you tell me, after all of that had been presented to you, why do you think you weren’t willing to be entirely convinced?

Well, I actually asked him that question.

That’s a very good question. Why wasn’t I able to pick up on that right away? And I think in the back of my mind, I’m finding out that I’m a little more stubborn than I thought I was.

And for him, it was pretty complicated.

And I think that I didn’t want to believe that I had fallen for this. I didn’t feel I was that foolish and stupid when it came to this. You know? I guess I didn’t want to believe that I could be fooled.

To come to terms with the fact that he had lost so much money was to come to terms with the fact that he wasn’t the person that he thought that he was, that he wasn’t this kind of clever former law enforcement officer who was used to fighting the bad guys and winning.

I’m disappointed in myself. There’s a huge level of anger towards the perpetrators. And all of those things wrapped into one. And part of that, I think, contributes to not wanting to actually believe that I was wrong.

Hmm. Yeah, I hear you. I’m sorry. I can hear the pain in your voice.

[LAUGHS]: Yeah.

Some of it’s based on shame, right? That he lost all this money, everything that he’s worked for, and the fact that this was all supposed to be money that his children and his grandchildren were going to inherit. And now it’s gone.

And have you told your daughter that you think you’ve come to terms with the fact that this might have been a scam?

Oh, she’s been involved. Yeah. They know.

My daughter does.

I’m sorry. This is a tough time.

So I’ve got to make some sort of arrangement to compensate them for this on top of our regular debt. So yeah. It’s been a swell experience, all of it brought on by my — evidently, my stubbornness to believe that I couldn’t possibly be a victim.

How’s your wife doing throughout this whole process, with this new knowledge?

She’s not real happy, obviously, at all. I hear a lot of “I told you so.” And at this point, I’ve got no defense. She’s absolutely right. There’s no question about it.

Do you worry this is going to affect your marriage?

Yes, there has been an effect.

And do you think that at this point there’s any way for James and his family to get some kind of justice or at least find some kind of closure?

Ay. Justice? Unlikely.

At this point, I’m not necessarily expecting much in the way of restitution.

And as for closure, it’s a little bit too soon to tell. In a way, James has gone through several stages of acceptance for what happened. There’s fear. There’s shame. There’s resignation. And now he’s talking to me partly because he feels like it’s a public service, that he needs to be vocal so that other people don’t go through what he’s gone through and fall for the scam. And I think it also helps him feel a little bit empowered in a situation for over the last year and a half he was at the mercy of these people who were calling him multiple times a week.

I want to try to get as much information to as many of these official organizations as possible. I have a streak of anger through me now that I’ve developed to the point where I’m not going to let this go.

Well, Maria, thank you.

Thank you for having me.

Here’s what else you need to know today. OJ Simpson, the football star who was accused and later acquitted of murdering his former wife and her friend, died of cancer at his home in Las Vegas, his family said Thursday. He was 76.

Today’s episode was produced by Astha Chaturvedi and Will Reid, with help from Clare Toeniskoetter and Lindsay Garrison. It was edited by Brendan Klinkenberg and Michael Benoist, contains original music by Marion Lozano, Rowan Niemisto, Dan Powell, Pat McCusker, and Will Reid, and was engineered by Chris Wood. Our theme music is by Jim Brunberg and Ben Landsverk of Wonderly.

[THEME MUSIC]

That’s it for “The Daily.” I’m Katrin Bennhold. See you on Monday.

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Hosted by Katrin Bennhold

Produced by Asthaa Chaturvedi and Will Reid

With Clare Toeniskoetter and Lynsea Garrison

Edited by Brendan Klinkenberg and Michael Benoist

Original music by Marion Lozano , Rowan Niemisto , Dan Powell , Pat McCusker and Will Reid

Engineered by Chris Wood

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Warning: this episode contains descriptions of violence.

A massive scam targeting older Americans who own timeshare properties has resulted in hundreds of millions of dollars sent to Mexico.

Maria Abi-Habib, an investigative correspondent for The Times, tells the story of a victim who lost everything, and of the criminal group making the scam calls — Jalisco New Generation, one of Mexico’s most violent cartels.

On today’s episode

Maria Abi-Habib , an investigative correspondent for The New York Times based in Mexico City.

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How a brutal Mexican drug cartel came to target seniors and their timeshares .

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The Daily is made by Rachel Quester, Lynsea Garrison, Clare Toeniskoetter, Paige Cowett, Michael Simon Johnson, Brad Fisher, Chris Wood, Jessica Cheung, Stella Tan, Alexandra Leigh Young, Lisa Chow, Eric Krupke, Marc Georges, Luke Vander Ploeg, M.J. Davis Lin, Dan Powell, Sydney Harper, Mike Benoist, Liz O. Baylen, Asthaa Chaturvedi, Rachelle Bonja, Diana Nguyen, Marion Lozano, Corey Schreppel, Rob Szypko, Elisheba Ittoop, Mooj Zadie, Patricia Willens, Rowan Niemisto, Jody Becker, Rikki Novetsky, John Ketchum, Nina Feldman, Will Reid, Carlos Prieto, Ben Calhoun, Susan Lee, Lexie Diao, Mary Wilson, Alex Stern, Dan Farrell, Sophia Lanman, Shannon Lin, Diane Wong, Devon Taylor, Alyssa Moxley, Summer Thomad, Olivia Natt, Daniel Ramirez and Brendan Klinkenberg.

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Katrin Bennhold is the Berlin bureau chief. A former Nieman fellow at Harvard University, she previously reported from London and Paris, covering a range of topics from the rise of populism to gender. More about Katrin Bennhold

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Candidates for managerial roles often respond to: "How well do you work in a team setting?" and "Are you able to work holidays and weekends?" Questions regarding leadership, conflict resolution, and company policy also come up during Journeys job interviews. The sessions take roughly 20 to 30 minutes to complete and generally feature a store ...
How to Answer "Tell Me About Yourself" in an Interview (Plus Examples
By Stav Ziv "Tell me about yourself" might seem like an easy win of an interview question—after all, you know all about yourself! And good thing, too, because it's often the very first thing an interviewer will ask you to do—whether you're having a preliminary phone screen, speaking to your prospective boss, or sitting down with the CEO during the final round."
PDF Examples of Behavioral-Based Interview Questions
Sample Behavioral-Based Interview Questions: 1. Give me an example of a creative solution to a difficult problem. 2. Give me a specific example of a time when you used good judgment and logic in solving a problem. 3. Give me an example of a time when you used your fact finding skills to solve a problem. 4.
Journeys Interview Questions & Answers
Commonly asked questions, as reported by candidates. They asked me about my pervious experience at my old job, how I felt about my previous manager/supervisor and, best/ worse parts of my last job, and a lot of "what would u do" questions about customer…. Shared on July 10, 2021. Are you able to set goals and upsell merchandise daily.
How One Family Lost $900,000 in a Timeshare Scam
Hosted by Katrin Bennhold. Produced by Asthaa Chaturvedi and Will Reid. With Clare Toeniskoetter and Lynsea Garrison. Edited by Brendan Klinkenberg and Michael Benoist. Original music by Marion ...

Top 20 Customer Journey Interview Questions & Answers