Definition: Customer Journey Mapping is the process of creating a visual or narrative representation of all the steps and touchpoints a customer goes through when interacting with a company — from initial awareness, through consideration and purchase, to post-sale engagement — in order to understand and optimize the experience at each stage.
Why It Matters: Understanding this concept is essential for modern web strategies, directly impacting user engagement and technical performance.
How It Works: Performance and implementation are generally evaluated using industry-standard tracking tools and technical audits. This process often closely interacts with concepts like Digital Marketing Channel.
Related: Digital Marketing Channel, Customer Experience, Return on Investment