GLOSSARY
Customer journey mapping
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Customer journey mapping is the process of visualizing and understanding the stages a customer goes through when interacting with a product or service, from initial contact to post-purchase support.
What is Customer Journey Mapping?
Customer journey mapping helps you see your product or service from the customer's perspective. It outlines the touchpoints and experiences a customer has throughout their interaction with your business.
Why It Matters
By mapping the customer journey, you can identify pain points, opportunities for improvement, and areas where you can enhance the overall customer experience.
Examples
- Creating a visual timeline of a customer's interactions with your website, app, or store.
- Identifying where customers may drop off in the process and optimizing those steps for better conversion rates.
Related Concepts
- User Experience (UX) Design: Focuses on enhancing the overall experience a customer has when interacting with your product or service.
- Customer Persona: Profiles representing different types of customers based on demographics, behaviors, and needs, which can inform your customer journey map.