Before diving into what a Customer Journey is, let’s take some stats into consideration;

According to a survey, almost 80% of customers believe that customer journeys are as important to them as the product or service they came to buy.

It means that their overall experience with your business until it converts into a buyer journey plays a crucial role. How your customer is experiencing swiping through your pages, how easy it is to get the sizing from your picture card (as for e-commerce), and how your customer is feeling after a session. It all contributes to a customer journey.

“A customer journey is a visual representation of your customer’s experience and the steps he/she takes in order to make a certain decision regarding your service/product. In addition to all the emotions he/she feels during the whole journey and how it ultimately affects the process.”

Let’s simplify it for you.

Usually, Customer Journey’s divided into 4 stages. The first two are considered as the main stages while the latter two are more of “Behind the Line of Visibility” stages.

During the stage of “Customer Experience,” which is further divided into 3 information blocks, we define clear stages of your customer journey like the awareness stage, purchase, and loyalty. In the next block, we identify what activities your customer performs and where he interacts like reading a blog, adding to cart, or simply leaving the site. And during the third block, based on the previous two blocks, we understand what the emotions (excited, frustrated) of your customer were during the whole session.

In the next stage, i.e., “Frontstage,” we identify from which source your customer interacts with your service. That can be your direct website, a free consultation, or any other marketing tool. Next, we map which actors (automated system or a team member) interact with your customer and from which channels, whether social media, email, or a direct call.

While the last 2 stages are mostly related to the internal process and system, like from strategy development part or a performance monitoring to outlining all the tools or systems that played a part in making the experience smoother and fruitful like CRM software, customer feedback system, and analytics tools, etc.