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GLOSSARY

Customer journey

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The customer journey is the process a customer goes through from initial awareness to the final purchase and beyond.

What is the Customer Journey?

The customer journey maps out the various touchpoints a customer interacts with before, during, and after a purchase.

Why It Matters

Understanding the customer journey helps you identify pain points, optimize user experience, and increase customer satisfaction.

Examples

  • Discovery phase: Customer finds your product through social media ads.
  • Evaluation phase: Customer reads reviews and compares your product with competitors.
  • Purchase phase: Customer completes the transaction on your website.

Related Concepts

Customer experience, flow, conversion rate optimization.

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