Customer Journey is the complete experience someone has with a brand before, during, and after purchase.
Example of Customer Journey
A customer’s journey can include researching a product, purchasing it, receiving delivery and getting support later. A confusing delivery update can affect that experience even if the original marketing and checkout worked well.
Why Customer Journey matters
It matters because strategy keeps channels from competing with each other. When this concept is clearly defined, the team can connect budget, audience, creative, offer, tracking, and reporting to revenue instead of chasing disconnected metrics.
Related terms
Frequently Asked Question
What does Customer Journey mean?
Customer Journey means the complete experience someone has with a brand before, during, and after purchase.