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Marketing vocabulary · Consumer Behaviour

Customer journey

Meaning in marketing, with examples

nounCore term

In marketing, customer journey means: All the steps a customer goes through with a brand, from first hearing about it to buying and using the product, and then coming back or leaving.

In Turkish: müşteri yolculuğu, müşteri deneyimi süreci

How it is used

Very common in marketing, UX and customer experience teams. You map, improve or simplify the customer journey. A customer journey map shows each stage and the touchpoints where the customer meets the brand.

Example sentences

  1. We mapped the customer journey and found that most people drop out on the delivery options page.

  2. The customer journey for a new car can take several months.

Common collocations

  • customer journey map
  • map the customer journey
  • stages of the customer journey
  • end-to-end customer journey
  • touchpointAny point where a customer comes into contact with a brand, such as an ad, the website, a store, a call centre, the packaging or a delivery.
  • funnelA model of the stages people pass through, from first hearing about a brand to buying, with fewer people at each stage, like liquid in a funnel.
  • purchase decisionA customer's choice about whether to buy, what to buy, and where and when to buy it, usually made after comparing options, prices and needs.
  • consumer behaviourHow people choose, buy, use and stop using products and services, and the personal, social and psychological reasons behind those choices.

This word in other fields

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

More terms: Consumer Behaviour

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