Customer Journey
The full path a customer travels, from first contact to purchase and beyond.
By Tanguy De Keyzer · Founder & digital strategist
What is the customer journey?
The customer journey is the full path someone travels from first contact with your brand to becoming a customer, and further to returning customer or ambassador. It maps every touchpoint and every hesitation along the way.
Journey vs. funnel
The funnel views the process from your perspective (leads you guide toward conversion). The journey views it from the customer’s perspective: what they think, feel and need at each stage. They complement each other.
Why it is valuable
By mapping the journey you see where prospects drop off and which question is live at which moment. That lets you deliver the right message, on the right channel, at the right time, instead of showing everyone the same thing.
See also
From theory to growth.
We turn Customer Journey into measurable results for your business.