Glossary
Customer journey is a concept that covers all customer interactions with the brand since customer’s first interaction with the company and until the realtionships between brand and client come to the end.
Customer journey is one of the most important concepts in customer service, as it covers all customer experiences, purchases ,interactions, communication history and other aspects of customer-brand relationships. Customer journey is often visualized as a customer journey map, and customer journey mapping is the process of visualizing customer interactions throughout customer’s lifecycle with segmentation for different stages of customer journey. Customer journey stages include 5 stages: Awareness, Consideration, Decision, Retention, and Advocacy.
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