Think of the customer journey as a roadmap detailing how a customer becomes aware of your brand, their interactions with your brand–and beyond. Here’s the customer journey definition:
The customer journey is the complete sum of experiences that customers go through when interacting with your company and brand. Instead of looking at just a part of a transaction or experience, the customer journey documents the full experience of being a customer.
Phew. That’s a lot of ground to cover. But understanding the customer journey (and overall customer experience) isn’t as tricky as it seems once you get organized. And it is important. Here’s why: