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Customer Service vocabulary · Customer Service Basics

Customer journey

Meaning in customer service, with examples

nounCommon term

In customer service, customer journey means: All the steps a customer goes through with a company, from first hearing about it to buying, using the product and asking for help.

In Turkish: müşteri yolculuğu, müşteri deneyim süreci

How it is used

Used in planning and training: map the customer journey, improve the customer journey, a pain point in the customer journey. Support teams see the parts of the journey where things go wrong, so their feedback helps other teams.

Example sentences

  1. Returns are the weakest part of our customer journey.

  2. We mapped the customer journey to see where people get stuck.

Common collocations

  • customer journey map
  • map the customer journey
  • improve the customer journey
  • pain point
  • touchpointAny moment or place where a customer interacts with a company, such as a website, an app, a call, an email or a store visit.
  • omnichannelDescribing a service that connects all channels, such as phone, chat, email and social media, so customers can move between them without repeating information.
  • customer loyaltyA customer's wish to keep buying from the same company, even when competitors are available.
  • customerA person or organisation that buys goods or services from a company, or that uses the services it provides.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Customer Service Basics

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