Definition:
The Customer Journey is the journey that the customer makes through a page and that is represented in a visual way.
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What is the customer journey for?
It is increasingly relevant to tell what a user’s experience with the brand is like, from the initial commitment to a more long-term relationship. And now there are many channels through which customers can communicate and reach companies. Channels such as the website itself, email, social media, etc. Sometimes, this can create customer experiences that are often unsatisfied, which affects the end result.
Thus, managing a customer journey is essential to reduce costs, understand the experience of users and therefore, improve their satisfaction. It is very useful to identify areas for improvement.
Example of a customer journey
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