Customer Journey
Mapping every touchpoint with a brand — from the first ad seen to post-purchase support. Stages: awareness, consideration, purchase, usage, loyalty.
In practice
The customer journey reveals where you're winning and losing customers. 'Customers abandon after receiving the item because the sizing guide is inaccurate.' The fix: improve the sizing guide, not the ads.
Common misconception
'Customer journey is the same as a funnel.' A funnel is linear; a journey is circular. Post-purchase is also part of it — sometimes the most important part for loyalty.
How to fix it
Journey mapping not working? (1) Map it using real data, (2) identify the biggest drop-off point, (3) ask 5 customers who stopped — what made them stop? (4) fix one point before moving to the next.
Example
A swimwear store's journey map revealed 40% dropped off post-purchase. The reason: they didn't know how to care for the garment. A care guide included in the package plus a follow-up email raised repeat purchase by 28%.
Priority
Map the customer journey once a year. Three steps: (1) interviews with 10 customers, (2) mapping in Miro, (3) prioritize by impact × effort.
Related terms
Keep learning. Metrics that touch the same area:
- CRO – Conversion Rate OptimizationUXA systematic process to improve conversion rates: data analysis, A/B tests, UX improvements, and marketing psychology. Improving CR is equivalent to doubling your ad budget.
- A/B TestingUXComparing two versions with equal-sized groups. Version A is the existing one, version B is the change. Every major store change is worth testing before full rollout.
- Social ProofUXA psychological phenomenon: people choose based on what others do. In a store: reviews, ratings, purchase counts, UGC, media logos. Boosts conversions by 15-270%.
- Trust SignalsUXElements that establish credibility: SSL (lock icon), payment badges, phone number, return policy, physical address, reviews, media mentions.
Jimmy tracks your Customer Journey, automatically
WhatsApp alerts when something important changes. No dashboards, no hassle.