customer journey mapping

what is customer journey mapping? customer journey mapping is the process of understanding (and visualizing) the complete path that your customer follows when interacting with your brand. It involves outlining each stage of the customer’s journey, from when they initially discover your brand through the moment they make their first purchase and beyond.

why is customer journey mapping important? the goal of customer journey mapping is to gain valuable insight into motivators, behaviors and interactions at each touchpoint and stage to remove any friction areas that may prevent a customer from completing the purchasing process.

potential customers travel through various stages during their journey to becoming a customer, including (but not limited to) awareness, consideration, decision and post-purchase/advocacy. different interactions at different stages (like seeing a social media post or receiving a timely email during awareness or consideration) can help to motivate a potential customer to take the next step in their journey.

customer journey mapping also enables businesses to provide a seamless and consistent experience across all interactions, uniting your brand voice and building trust and loyalty with customers.