Customers travel through a series of steps—whether they know it or not—before they engage with your business. This is known as the customer journey. For customers, the journey they undergo is not something they often think about, as they are just looking for an outlet to fulfill their needs. For businesses, the customer journey is the difference between an engaged customer in your business or them finding their needs in your competitor.
Many people think that the new customer lifecycle ends at the point of the customer beginning some form of service or purchasing a product, but that is not entirely true. The customer’s journey continues well after this point, and they have a major influence on other potential new customers when sharing their experience about your business.