What is a Customer Journey?

A Customer Journey refers to a detailed map that illustrates the experience a customer has with a company over time. It encompasses every interaction and touchpoint, from the initial awareness of a product or service through the purchasing process and beyond. Key milestones might include discovering the brand, making a purchase, receiving support, and ultimately achieving satisfaction or loyalty. The Customer Journey helps businesses understand how customers engage with their brand, identify potential pain points, and enhance the overall customer experience.

While a financial overview of customer acquisition relates to the costs associated with bringing in new customers, it does not adequately capture the experience itself. Similarly, a roadmap for product development focuses on planning and creating products rather than detailing customer interactions, and a strategy for customer feedback collection is aimed at understanding customer sentiments and opinions rather than mapping their journey. Therefore, the depiction of the Customer Journey as a map of the customer's experience that involves key milestones is foundational in building a customer-centric approach in any organization.