What is "customer journey mapping"?

Customer journey mapping is a strategic tool that visually represents the various steps a customer goes through when interacting with a brand or a service. It typically outlines the journey from the initial awareness stage, through the consideration phase, to the decision and post-purchase stages. This mapping process helps in understanding the customer’s experiences, emotions, and touchpoints along the way.

By creating a visual depiction of the customer journey, businesses can identify opportunities for improvement in customer experience, streamline interactions, and enhance overall satisfaction. It serves as a valuable resource for marketing and service teams, enabling them to tailor their strategies and initiatives to better meet customer needs and expectations.

The other approaches mentioned, such as pricing products, managing inventory, or developing marketing campaigns, focus on different aspects of business operations or marketing strategies, rather than the holistic view of the customer's experience with a brand that journey mapping emphasizes.