Term
Customer Journey
Definition
The customer journey encompasses all the experiences a customer goes through when interacting with your business, from the first encounter to ongoing engagement after a purchase.
Where you’ll find it
In the Business platform, you can explore the customer journey by using analytics and visualization tools available on the dashboard. These features can be found in all current versions of the platform.
Common use cases
- Mapping interactions: Identify and map all the points where customers interact with your business, from visiting your website to receiving customer service.
- Improving touchpoints: Analyze data to enhance customer interactions at different stages of their journey.
- Increasing retention: Develop strategies to keep customers coming back by better understanding their past interactions.
Things to watch out for
- Overlooking minor touchpoints: Even small interactions can impact the customer journey, so consider all points of contact.
- Data misinterpretation: Ensure you understand the analytics tools properly to gain true insights from your data.
- Integration complexities: When combining this feature with other tools like CRM systems, be aware of potential integration challenges.
Related terms
- UX Strategy
- Touchpoints
- Customer Retention
- CRM Systems
- Data Analytics
Pixelhaze Tip: To understand and improve the customer journey, regularly update your touchpoint map with new data and customer feedback. This helps keep your approach responsive and relevant.