What is Customer Journey?
The complete sequence of experiences a customer has with your business from discovery to loyalty.
The customer journey maps every touchpoint between a potential customer and your business: discovering you in search results, reading reviews, visiting your website, making their first purchase, having a service experience, receiving follow-up communication, and (ideally) becoming a repeat customer who refers others. Each stage presents opportunities to delight or lose the customer.
Why Customer Journey Matters for Local Businesses
Understanding your customer journey reveals where you're losing people. Maybe customers find you easily but bounce from your website. Or they visit once but never return. Mapping the journey lets you identify and fix the weakest link rather than spreading effort equally across stages that are already working well.
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