What is a customer journey map?

A visualization of a typical customer's touch points along their purchase journey

The process of posting customer reviews and online ads

A visualization of a typical business’s yearly marketing budget

The process a business follows to get new customers


Certification program: 👉 Google Digital Marketing & E-commerce Professional Certificate (Coursera)

Explanation: A customer journey map is a visualization of a typical customer’s touchpoints along their purchase journey. It is a strategic tool that provides a visual representation of the various interactions and experiences a customer has with a brand from the initial awareness stage to the post-purchase phase. This map helps businesses understand and empathize with the customer’s perspective, identifying key moments, pain points, and opportunities for improvement. Unlike the process of posting customer reviews and online ads or visualizing a business’s marketing budget, a customer journey map is specifically focused on mapping out the customer’s entire experience, allowing businesses to tailor their strategies to enhance customer satisfaction and loyalty.

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