A customer journey is the sequence of goals, actions and experiences involved in meeting a need, potentially across several touchpoints and channels. A sales funnel mainly tracks progress towards purchase; a journey also examines what someone is trying to accomplish and experiencing along the way.[1]
Choose a specific scenario, such as finding a compatible part and installing it after delivery. Investigate where information is lost between the product page and support. Base an existing journey on research, distinguishing observed steps from assumptions or a proposed future design.
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Compiled with AI assistance using public sources. General explanation, not individual legal or tax advice. Describing a concept does not mean Zoloo offers it as a feature.