Customer experience journey

<h5>What is a customer experience journey?</h5> <p>The customer experience (CX) journey refers to the complete sum of interactions that a customer has with a company, end to end—from brand discovery to purchase and post-purchase.</p> <h5>What are the business benefits of an effective CX journey?</h5> <p>A company that successfully maps out the journey that its customers take can realize multiple business benefits, including:</p> <ul> <li><b>Understanding.</b> An effective CX journey map helps business leaders walk in their customers’ shoes and find ways to improve, and even customize, each customer’s experience with the company.</li> <li><b>Efficiency.</b> A thoughtfully planned CX journey can pinpoint process inefficiencies and redundancies that, if remedied, can reduce the cost of customer service and other operational areas.</li> <li><b>Brand loyalty.</b> CX journey mapping can create a positive customer experience with a company—engendering loyalty and incentivizing customers to keep coming back to the brand.</li> <li><b>ROMI.</b> A successful CX journey can dramatically accelerate sales cycles, increase cross-sell/upsell revenue, create revenue streams from customer referrals and boost return on marketing investment (ROMI).</li> </ul>

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