The customer journey refers to the series of interactions & touchpoints that a customer experiences with a brand throughout their entire relationship lifecycle.
It includes every stage of the customer’s interaction, from initial awareness & consideration to post-purchase support & loyalty.
Understanding the customer journey is crucial for businesses to deliver personalized experiences, address customer needs effectively & foster long-term relationships.
Example: A customer discovers a product online through social media ads, intrigued by its features. They visit the website, read reviews & make a purchase. After receiving the product, they are delighted with its quality & share their positive experience on social media, becoming a brand advocate.