What is the customer journey?
Definition of customer journey:
The customer journey is every interaction and contact made between your business and the customer both leading up to, during and post-purchase.
This includes everything from the point of purchase, which can often be just the start of a customer’s journey with your brand or product, to your returns policy or feedback link.
For example, if the customer buys a product from your business, only to experience late delivery, missing components and then a poor experience with a contact centre, the customer journey has been significantly damaged.
- The customer journey: an unbroken circle
- Which customer journey predictions will come true?
- What is emotion’s role in the customer journey?
- All customer journey content