A customer journey map details all the individual touchpoints and interactions that customers have with a specific business.
Whilst all customer journey maps are unique to a business and its different customer groups, the process in creating these maps is broadly the same. If an end-to-end customer journey map has not been created, then it can be useful to map this out starting with how a customer becomes aware of a business or brand (such as through the website or a word-of-mouth recommendation), right through to service delivery and ultimately, what happens at the point at which a customer wants to exit the relationship or indeed, return and continue doing business.