Customer Journey Map
Definition
Customer Journey Map: A customer journey map visualizes the complete experience customers have with a product or company—from initial awareness through purchase, use, and advocacy. It captures touchpoints, emotions, pain points, and opportunities across each stage, enabling teams to design better experiences systematically.
Example Usage
“Journey mapping revealed a pain point between purchase and onboarding—3 days of silence. Adding automated welcome emails improved activation 20%.”
Common Misconceptions
Related Terms
Empathy Map
An empathy map captures what a customer or user thinks, feels, says, does, hears, and sees—building deeper understanding of their perspective. Used in...
User Experience
User experience (UX) encompasses all aspects of a user's interaction with a product—from first impression through ongoing usage. Good UX makes product...
Customer Onboarding
Customer onboarding is the process of helping new customers start using your product and achieve initial value. Effective onboarding includes technica...
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