In the ever-evolving digital landscape, understanding the customer journey is no longer a luxury—it’s a necessity. If you’re not familiar with this concept, it’s essentially the process a customer goes through when interacting with your brand. From the initial contact all the way through to a completed transaction.

What is a Customer Journey?

A customer journey is a term that simply cannot be ignored in today’s digital-first climate. I like to think of it as a personalized road map, a possible route a customer might take when interacting with a brand or business. But it’s more than just a sequence of steps from initial contact to a completed transaction. It’s an intricate journey filled with twists, turns, moments of delight, and sometimes frustration.

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During the core updates Google rolls out every year, SEOs often discuss the impact of vague concepts like EEAT, content relevancy and the number of external links. In many cases the reason of loosing visibility in search engines is simple: Google interpreted a search query different, causing a shift in conceived user intent. Target pages do not align with the intended user intent, hence dropping out of the top 5.

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