Glossary
Customer journey mapping is a process of managin relationships between brand and customer through different stages of customer journey.
Customer journey mapping covers 5 stages of a customer journey – Awareness, Consideration, Decision, Service and Loyalty. At each stage, there are 6 important factors to analyze and measure – this includes customer actions, KPIs, touchpoints, customer experience, business goals and involved teams. Thus, at each stage you measure what are the actions customer can do at this exact stage, what are main KPIs to measure efficiency of communication with customer at this stage, what are the touchpoints for this exact stage, what are involved departments, what is the customer experience for this stage – positive or negative, and what are business goals to reach for this certain stage.
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