Customer Journey Map

Definition

A visual diagram of every touchpoint a customer experiences from awareness through advocacy. Basically a very expensive flowchart that consultants charge $10K to create.

Example Usage

Our customer journey map identified that we're losing people at the pricing page, so we redesigned it.

Origin

Adapted from user experience design, formalized in marketing in 2000s

Fun Fact

Most customer journey maps are outdated within 6 months because customer behavior keeps changing.

Source: Customer experience and marketing strategy

Related Terms

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