What is Customer Journey?
The customer journey is the totality of all experiences and interactions a customer has with a company - from first awareness through purchase to after-sales care and referral. It is often divided into phases: Awareness, Consideration, Decision, Retention, and Advocacy. At each touchpoint, the customer interacts with the brand: website, social media, email, sales, support. Customer journey mapping visualizes this path and helps identify weaknesses and optimization potential.
Key Points
- Phases: Awareness, Consideration, Decision, Retention, Advocacy
- Touchpoints: All contact points with the brand
- Journey mapping visualizes the customer path
- Consider emotions at each touchpoint
- Identify and solve pain points
- Omnichannel: Consistent experience across all channels
Practical Example
“Customer journey mapping showed: 60% of prospects abandon at checkout - we optimized the process and reduced abandonment by 40%.”