What is Customer Journey Mapping?

Customer journey is the journey of a potential customer through all available channels and different contact points of the product, brand or company (contact point) until he has implemented the expected target action. The customer's journey can be extended for hours or days.

• The main target action is to purchase, order or inquire.

• A touchpoint is any kind of touchpoint between a customer and your business, from classic ads (ads, TV or radio ads, etc.) to online marketing campaigns, to friends' comments or comments on information on a website.

• Available channels such as telephone, Internet, branch, marketing communication and service interaction.