Customer Journey

Definition of Customer Journey

The complete sum of experiences that customers go through when interacting with a company.

Explanation of Customer Journey

The customer journey refers to the complete process a customer goes through when interacting with a company, from initial awareness to post-purchase and beyond. It includes various stages, such as awareness, consideration, decision, purchase, and loyalty. Understanding the customer journey helps businesses identify touchpoints and opportunities to engage and influence customers at each stage. By mapping the customer journey, companies can create personalized experiences, address pain points, and optimize their marketing and sales strategies. Effective management of the customer journey enhances customer satisfaction, increases conversions, and builds long-term loyalty, ultimately driving business growth.

This dictionary entry was written by

Per-Gulbrand Peter Braathen

With a foundation in doctoral-level research, Per-Gulbrand Peter Braathen is a seasoned expert in the areas of marketing, branding and communication. His proficiency extends to marketing management, branding and communication strategy. Braathen's experience is underscored by his rich background from various industries, including entertainment. A distinguished alumnus of the USC Marshall School of Business, Braathen boasts a Master of Science in Marketing, complemented by a Graduate Certificate in the Business of Entertainment from the USC School of Cinematic Arts as well as two undergraduate Bachelor degrees from the esteemed University of Southern California.