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Customer Journey Mapping
A visual representation of the steps a customer takes from the first interaction with a company to the final purchase decision and beyond.
Implications
The process of visualizing the end-to-end experience of a customer as they interact with a brand, identifying key touchpoints, pain points, and opportunities for improvement, essential for optimizing the customer experience.
Example
Example: An online retailer conducts customer journey mapping to understand how customers navigate from product discovery to checkout, leading to website redesigns that reduce cart abandonment rates.
Related Terms
Different from process mapping, which focuses on internal operations, customer journey mapping focuses on the customer's perspective and experience.
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