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The Customer Journey

Understanding your customer’s journey means you know what is important to them at each stage of the buying process – from attracting customers to your business to delighting them so they stay on for years, the customer journey plays a vital role in the success of your business. 
See below for a great illustration of the various touchpoints (platforms or locations where customers interact with your business) your customers face as they are first introduced to your business, all the way through the coveted Loyalty phase.

There’s a whole lot of marketing jargon that goes into exactly how the customer journey works, so let’s see how the customer journey unfolds in a “real world” scenario. Here’s an example from “Ann”, a mom looking to rent a vacation home for a family summer vacation.

Ready to create a Customer Journey map specific to your business? If you need some assistance, use our downloadable Customer Journey Template to help guide you through the process.

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