What is customer journey?

Journey taken by customers or consumers during their purchasing process, the analysis and monitoring of which will allow their behaviour, needs, and problems during each stage of this journey to be known in detail. It is normally plotted as a map (customer journey map) or diagram showing the various points of contact (physical or intangible) between the customer and the product or service, in conjunction with those actions or emotions that users experience in their interaction with the brand.

 

Other denominations:
Buyer journey, Customer lifecycle

 
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