Mapping the customer journey is one of the most important steps to make a state-of-the-art customer experience. The customer Journey mapping aim to identify all the touch points a customer has with a company. The customers touch points all add up to the overall customer experience. If only one touch point provides a negative experience for the customer – it is likely that the whole customer experience will be perceived negative and could then lead to a negative review.

Customer Journey – Simple Customer Journey for buying a pair of shoes.