CJM (Customer journey mapping)

Customer journey mapping is a strategic process that helps businesses visualize the entire experience a customer has with their brand. It involves creating a detailed map outlining each step a customer takes from their initial interaction with the company to the final purchase and beyond.

For example, a typical travel customer journey consists of stages like inspiration, planning, booking, pre-trip, in-trip, and post-trip. Each stage contains several interactions with the travel company, which can be studied and improved to provide a better overall experience, benefiting both the company and its customers.