What is a customer journey map?

A customer journey map is indeed a visual representation of customer interactions. It outlines the various steps a customer takes while interacting with a company or brand, capturing their experiences, feelings, and thoughts at each stage. This mapping process often includes key touchpoints (such as purchases, support, and feedback) that help to visualize the entire customer experience from the initial awareness stage through to the post-purchase phase.

This understanding is crucial for businesses as it allows them to identify areas of improvement in the customer experience, tailor their marketing strategies, and enhance customer satisfaction and loyalty. Effective customer journey maps help companies empathize with their customers and make data-driven decisions to improve the overall experience. By visualizing the journey, organizations can better understand their customers' needs and create more effective solutions to meet those needs.