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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