What is the Customer Journey?

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Getting into the minds of your customers is challenging. You’ve probably asked yourself: why does a customer spend so much time browsing your website, browsing your product page, adding products to their cart, and then closing the page? Or: why do users take multiple steps to get from point A to point B, when they should only have to take one?

Whatever your question, the answer may be that you are not familiar with the term  customer journey   . The  customer journey  is the process that describes  how your customer interacts with your company to achieve a goal.

But... what exactly is a customer journey?
It’s simple. The customer journey is the  sum total of experiences  consumers go through when interacting with your business and brand. Rather than looking at it as one part of a transaction or experience, the  customer journey  documents the entire experience of  being a customer.

Think of the  customer journey  as a “roadmap” that details all of your customer’s interactions with your brand. However, simply understanding it isn’t enough. The best way to understand a  customer journey is to visualize it in a  diagram  that you and your company can use as a resource. This is where  customer journey maps   come in.


costumer journey map


What does a customer journey map include?
As you’ve probably already noticed, the best way to visualize how a customer interacts with a company is to map it. By understanding this relationship, you can structure your  touchpoints  to create a more effective on page seo service and efficient process for your customers. A  customer journey map  details the current process, from the first touchpoint to the end, to see if customers are achieving their goals and if not, how they can do so.




What are the benefits?
You can create a  new target audience  base
You can implement   more proactive customer service
It can increase your   customer retention rate
You can instill a  customer-centric mindset  throughout your business
Much of customer journey mapping starts as  Excel sheets  that outline key events, customer motivations, and areas of friction within the user experience. This information is combined into a comprehensive visualization that describes an experience with your business.  

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