customer-journey

Vocabulary Word

Definition

'Customer journey' is a marketing term that refers to the process a customer goes through. From the time they get to know a product or service until they purchase it, give feedback, and maybe even recommend it to others.

Examples in Different Contexts

In app development, 'customer journey' guides user experience. A product manager could state, 'We used customer journey mapping to simplify the app’s navigation and increase conversions.'

Practice Scenarios

Business

Scenario:

We've seen a drop in customer retention recently. We should investigate whether there's an issue within the customer experience.

Response:

Agreed. Let's look at our customer journey and identify what steps we can take to improve customer retention.

Service

Scenario:

Several customers have reported difficulties with our account setup process. We need to make it more user-friendly.

Response:

That sounds like a good plan. Assessing the current customer journey will help us improve our service delivery.