What Is A Customer Journey?

Written by Indicative Team


Customer Journey Defined

Customer journey is a detailed road map that displays the sum of experiences customers go through when interacting with your product or company. It includes the full experience of being a customer. Creating and tracking a customer journey can help you increase user flow, improve your product or brand, assess marketing strategies, and make every customer interaction a positive one.

To create a customer journey, you should map out every stage of the customer experience, with each stage representing a customer touchpoint. A customer touch point is any time a customer comes into contact with your product or brand. For example, a touch point could be an ad on social media. When creating your customer journey, think about customer actions, motivations, questions, and obstacles.

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