Customer Journey
What is a customer journey?
A customer journey is the complete experience a customer has with a brand—from first awareness to post-purchase interaction.
It maps all touchpoints and stages a customer goes through during their relationship with a business.
Why is the customer journey important?
It helps businesses understand and optimize how customers interact with their brand at every stage.
This leads to better customer experience, higher conversion rates, and stronger loyalty.
What are the stages of a customer journey?
The typical stages are:
- Awareness
- Consideration
- Purchase
- Retention
- Advocacy
Each stage reflects a different mindset and set of actions by the customer.
How do you map a customer journey?
Identify customer personas, define stages, list all touchpoints, capture customer goals and emotions, and highlight pain points.
Use this map to find gaps and opportunities for improvement.
What is a customer journey touchpoint?
A touchpoint is any interaction a customer has with your brand—ads, website visits, support calls, emails, or in-store experiences.
Each touchpoint shapes how the customer perceives your brand.
What tools help visualize the customer journey?
Tools include Lucidchart, Miro, HubSpot, Adobe Journey Optimizer, and UXPressia.
These help map, analyze, and optimize customer journeys across channels.
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