Customer Journey Map (CJM)

A Customer Journey Map is a visual representation of every interaction a customer has with your brand across all channels and touchpoints. It maps out their thoughts, feelings, and actions from the moment they realize they have a problem to the moment they become a loyal advocate. A good CJM identifies 'pain points' and opportunities to improve the experience. Marketers use CJMs to ensure that content and ads are perfectly synchronized with the user's stage in the buying process.