Customer journey

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.

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