Customer journey
The customer journey can be seen as a cycle and involves different steps in the process before becoming a customer, through the customer relationship itself and after the customer relationship has ended.
What is a customer journey?
The definition of a customer journey is the process a customer goes through on their way to becoming a customer of your company. The customer journey is about the various interactions a customer has with your company both before they become a customer, when they have become a customer and after they are no longer a customer. The customer journey consists of different steps and is about raising awareness, attracting, converting, selling, retaining and delighting.
Why is the customer journey important?
The customer journey is important for the company to have insight into how the process is perceived by a customer. This makes it easier to work on customer satisfaction by understanding customers' needs and meeting their expectations, which in turn makes them choose you and remain a customer.
Why should you map the customer journey?
There are many benefits to mapping your company's customer journey, the main purpose of mapping the customer journey is to identify areas for improvement. Mapping the customer journey allows you to make improvements that can lead to more loyal customers, increased customer satisfaction and better profitability.
In summary
The customer journey is about all the interactions a customer has with your company before the customer relationship starts, throughout the customer relationship and after the customer relationship has ended. The customer journey is important to work with in order to make improvements that create increased customer loyalty and better profitability.
Frequently asked questions:
What is a customer journey?
The customer journey encompasses the steps in the process a customer goes through before a purchase, while they are a customer, and after the customer relationship is over.
What is an example of a customer journey?
An example of a customer journey could be attracting visitors, converting leads, selling to the lead, and retaining and delighting customers.
For more info on what the customer journey looks like, read our inbound marketing guide here:
