General Marketing
Customer Journey
The customer journey is the complete sum of experiences a customer goes through when interacting with a brand, from initial discovery to post-purchase engagement. Mapping this journey reveals opportunities to improve satisfaction and conversions.
Examples
A hotel chain maps the customer journey from online search to booking to on-site experience to post-stay review.
Best Practices
Create detailed customer journey maps for each persona and identify pain points where prospects are most likely to disengage.