Customer journey mapping is the process of creating a visual representation of the stages a customer goes through while interacting with a brand. This includes all touchpoints from initial awareness through consideration, purchase, and post-purchase experiences. The goal is to understand customer behaviors, needs, and pain points at each stage to enhance the overall customer experience.

The primary benefit of customer journey mapping is that it provides a comprehensive view of the customer experience, allowing organizations to better align their marketing, sales, and customer service efforts. By understanding how customers navigate through their journey, businesses can identify gaps and friction points, leading to targeted improvements that enhance engagement and retention. Additionally, this process fosters a customer-centric culture within the organization, encouraging teams to prioritize the customer experience in their strategies and decision-making. Ultimately, effective customer journey mapping can drive increased loyalty and long-term business growth.