In this context, two fundamental concepts emerge to guide companies towards excellence in their relationships with their customers : the customer journey and the customer experience.
While these terms are often used interchangeably , it is crucial to understand their differences in order to create strategies that not only attract customers but also keep them loyal and engaged.
Find out below what the difference is between customer journey and customer experience and the main characteristics of each of these terms.
What is customer journey?
Customer journey is a term that mexico phone number lookup means “customer journey” in Spanish. It is a concept that refers to the path that a customer takes from the moment they show their first interest in a company until the moment they make a purchase.
The goal of the customer journey is to map customers’ needs at every touchpoint with a company so that the company can anticipate their desires, meet their needs, and exceed their expectations.
Characteristics of the customer journey
To make a better comparison between customer journey and customer experience , it is necessary to understand the characteristics of each.
The main characteristics of the customer journey are:
Multichannel interaction: Customers can use different communication channels to contact a company throughout their journey. Through omnichannel, it is possible to provide a unique and interconnected experience to these users.
Sequential stages: the customer journey is divided into five steps that can be designed on a map (discovery, interest, consideration, decision and loyalty).
Customer Focus: Prioritizes understanding the needs and desires of consumers throughout their purchasing process, including strategies to positively influence their opinions during moments of truth with the company.
Personalization: Deliver personalized content and support that meets individual customer needs at every stage.
Now that you understand what customer journey is , read about customer experience so you understand the difference between both approaches.