What Is the Customer Journey and Why Does It Matter?

Run time: 59 seconds

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Let’s clear something up: when you hear “customer journey,” think of it as the path a prospect takes from first discovering your business right through to becoming a loyal advocate. Some people call this a ‘funnel,’ but whatever word you use, it’s all about the steps your customer follows and how you guide them along the way. At its core, the customer journey is made up of distinct stages: awareness, interest, desire and action. Each stage reflects where someone is in their decision process, and at each point, your prospect is looking for specific information or reassurance to help them move forward. Why does this matter? Because if you don’t meet their needs at every stage, you’re likely to lose them. Miss answering a key question, forgetting to build trust, or failing to show your value and that prospect could quietly exit your funnel, often without you even realising why. But here’s the opportunity: by understanding the stages in your customer journey, you can spot and fix weak points, build better relationships, and ultimately turn more browsers into loyal buyers. Businesses that map and optimise these journeys don’t just grow, they thrive, with happier customers who come back and advocate for them. Want to see your business through your customers’ eyes? Take our free Customer Journey Assessment, it only takes five minutes and gives you a real-world view of where your journey shines and where you can take it to the next level. Resources  Customer Journey Assessment: https://idealmarketingcompany.co.uk/customer-journey-assessment/

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