Customer quotes are affirmations or statements expressed by customers. In every Milkymap you can add quotes per map, episode and touchpoint. A quote is a way of displaying what customers are saying at this specific moment in the Customer Journey, the Episode or Touchpoint.
You fill in the quotes yourself from real customer statements. You can take them from customer satisfaction surveys, NPS-research or other data, like interviews, where customers gave their feedback or input.
You can choose for a Positive, Neutral or Negative sentiment per quote. This helps you and your colleagues and project members identify gaps and areas where the customer experience needs to be improved.