About the method
Customer journey includes all the interaction points where our potential or existing customers meet and experience our business. If we were able to identify those interaction points and look at them as a whole, we could learn more about our customers and their interest in us.
That way, we could focus the processes inside our business for our benefit: Target potential customers, lead them to purchase our products or services, and improve the experience of existing customers. In bigger businesses and organizations, customer journey can help each one of the human factors know what to do in each interaction point.
Meet the interaction points
These interaction points, or the steps that the customer goes through, differ from business to business, and that’s why the customer journey will be different in every type of business. Examples for such interaction points are: customer service, Facebook post, a sign in a store, registration process in a website, landing page, feedback survey, and more.
There is no one customer journey
Additionally, for each business and each customer the journey looks different. Each business has its own products and services, the customers are different, and there are businesses with multiple audiences. Adding to that, the interaction points receive a different shape, and sometimes there are multiple contacts in the team that communicate in the business.