Small Business Guide to Shaping the Customer Journey

The customer journey is the sum of all experiences a customer has when interacting with your business. From their first Google search to their most recent purchase, every touchpoint adds up to a total customer journey. And in today's digital world, there are countless touchpoints to consider. Taking charge of the path your customer takes with your business is critical to creating a smooth journey that builds loyalty and encourages return business and lots of referrals.

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Tools for driving the customer journey

You want to drive the customer journey, rather than letting it take control itself. There are a number of marketing tools that can help you create your desired path for customers.

The connection between customer experience and the customer journey

In the end, the sum of all the customer journey's parts is what your audience experiences when interacting with your brand. From the ads they see to the product they buy to the customer service they receive, these elements of the journey all shape a customer's perception of your brand.


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