Customer Journey
In one sentence
The complete path a customer takes from first discovering a brand to researching, comparing, purchasing, using, repurchasing, and recommending it.
Customer concerns vary by stage: at first touch, they want to understand what it is; when comparing, they want to know how to choose; before buying, they focus on price and support; after purchase, they focus on how to use it.
Align content and services with the customer journey, providing dedicated content to answer questions at every stage.
Example
A prospect first asked an AI "How can SMBs do AI marketing?", read a few articles, booked a demo, and finally signed a contract.
Related terms
- Marketing Funnel
- Dividing prospects from initial exposure to closed deal into stages where audience size narrows at each step, helping identify where drop-offs are highest.
- Search intent
- The underlying problem a user genuinely wants to solve when searching or asking a question. Common categories include finding information, comparing options, preparing to buy, or navigating to a specific website.
- Conversion Rate
- The percentage of total users who complete a target action, such as the proportion of visitors who leave contact details or inquiries that close into deals.
