What is the customer journey ?

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With the advent of digital, the customer purchasing process has also become richer in variables that have made it more complex.

This is because there are now numerous ways to get in touch with companies and complete the purchase, so the customer journey is becoming increasingly complex.

But let's start from the beginning.

The customer journey is the relationship that is established car owner data between the consumer and the company, starting from the first contact with the brand up to the eventual purchase. This path contains, in addition to all the processes that bring the customer and the company closer, also all the touchpoints, communication channels and means through which the searches were carried out.

However, it can happen that, due to incorrect marketing strategies, communication channels become disconnected from each other and cause an unpleasant customer experience.