Strategy
Customer Journey
The complete series of interactions a customer has with a brand, from initial awareness to post-purchase loyalty.
What is the Customer Journey?
The customer journey is the roadmap of every experience your customer has with your business. It encompasses every touchpoint, from the moment they first hear about you (Awareness) to the moment they buy (Decision) and beyond (Retention/Advocacy).
Key Stages
- Awareness: The customer realizes they have a pain point.
- Consideration: The customer researches potential solutions.
- Decision: The customer selects your product.
- Retention: The customer uses and gets value from your product.
- Advocacy: The customer recommends your product to others.
Mapping the Journey
Customer Journey Mapping is the visual representation of this process. It helps businesses identify friction points and opportunities for optimization.