Customer journey

A customer journey defines a user’s involvement and interaction with a brand. Its stages include awareness, consideration, purchase, retention, and advocacy.

Since not all customer journeys are linear, brands harness the power of a customer journey map to better understand various customer journey touchpoints. This helps companies tailor their processes to better meet customer needs, like onboarding, benchmarking customer experience, and making sense of buyer personas as they go through the funnel.

Customer journey maps act as a graphical representation of a user’s behavior toward the brand, showcasing their level of interest and disinterest. This allows email marketers to effectively design their marketing campaigns by better segmenting their customers to appeal to more demographics and provide them with what they need.