By identifying and fixing them you create

[tmonower958]

Customer journey mapping is the process of visualizing every interaction a customer has with your brand—from first touchpoint to post-purchase engagement. It helps marketers understand customer behavior, pain points, and emotional states throughout the buying process. The goal is to improve user experience and guide customers toward conversion more effectively.

A typical journey map includes stages like awareness, research, decision-making, and loyalty. At each stage, you note what the customer is thinking, what channels they use, and what content or support they need. For example, a customer might first see a TikTok ad (awareness), read reviews on your website (consideration), then purchase shop via mobile (conversion), and later receive a loyalty discount (retention).

Mapping the journey reveals gaps or friction points. Maybe your mobile checkout isn’t smooth, or your support response is slow—these issues affect conversion and brand trust. a seamless experience that builds loyalty.

Journey maps also align teams—marketing, sales, and support can better understand where their role fits in. Tools like Lucidchart, Figma, or even simple spreadsheets can be used for journey mapping. It's not just a one-time activity, either. As customer behavior evolves, your journey map should too. When used well, it turns insight into strategy.