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Field Guide Term:
Customer Journey

A customer journey is the description of your customer’s experience as they move from being unaware of your business or product, to being aware, to being interested and engaged, and until they have purchased from you and hopefully decided to come back.  The customer journey will be different for each business.  The image below depicts the many touch points along a customer’s journey.  The touch points above the line are all online.  The touch points below the line are all offline.