📌 Customer Journey Summary
A customer journey is the complete experience a person has when interacting with a business or brand, from the first moment they become aware of it to after they have made a purchase and beyond. This journey includes every step, such as researching products, comparing options, making decisions, buying, and seeking support. Understanding the customer journey helps businesses see things from the customer’s point of view, so they can improve each stage and make the experience smoother.
🙋🏻♂️ Explain Customer Journey Simply
Think of the customer journey like planning a day out at a theme park. You hear about the park, look up rides online, buy a ticket, enjoy the attractions, get food, and finally head home. Each part of the day is important, and if something goes wrong, it can affect your whole experience. Businesses use the customer journey to make sure every step is enjoyable and easy, just like making sure your day at the theme park is fun from start to finish.
📅 How Can it be used?
Map out the customer journey to identify points where users drop off and improve those stages for better retention.
🗺️ Real World Examples
An online clothing shop tracks how customers find their website, browse items, add products to their basket, and complete their purchases. By analysing this journey, the shop sees that many people abandon their baskets at checkout. They simplify the payment process and add reminders, which leads to more completed sales.
A mobile phone provider reviews its customer journey to understand why some users cancel contracts. They find that customers struggle to get help with technical issues, so they introduce an easier support chat and clearer instructions, which reduces cancellations.
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