The Customer Journey or user journey represents the path of a potential customer/buyer persona from the first encounter with your product or brand to the conclusion of the sale. Collecting information, discussing with acquaintances, contacting your service - each touchpoint is illustrated on a Customer Journey Map. Depending on the size of the company or the complexity of the product, the number of touchpoints can vary.
Touchpoints can be stored online or offline. To create awareness, you can, for example, place advertising on Facebook or Google and place posters at relevant locations. If a potential customer moves to a later phase on your website or through a forum according to experience reports, he is mainly online. However, a conversation with a sales consultant in a branch office is offline again. The challenge is to understand what a potential customer is doing across many channels. The next step is to help them identify your offer as the most suitable one and decide in favor of it.
The Customer Journey is typically divided into 4 phases: