What is a customer journey?

The customer journey is the series of interactions a customer has with a brand, product, or business as they become aware of a pain point and make a purchase decision. While the buyer’s journey refers to the general process of arriving at a purchase, the customer journey refers to a buyer's purchasing experience with a specific company or service.

How do I create a customer journey map?

As a quick recap, here is a checklist with key steps to follow when creating a customer journey map: To represent real people, your real customers, and visualize their journeys, you must base your personas and journey maps upon actual data. Identify your target personas.

When does the customer journey end?

The buyer journey ends when the customer makes a purchase. In contrast, the customer journey includes post-purchase activities. At the awareness stage, your ideal customers are conscious of a problem, and they're beginning to seek solutions. As customers research, they become aware of brands and learn about products or services.