The customer journey describes the consumers path throughout all brand touchpoints that lead to a decision, such as making a purchase. This process is called a journey because prospects usually look at a product or brand several times before deciding to take an action.
It's important to bear in mind that the journey doesn't begin and end with the transaction. In fact, the better the overall before-and-after sales experience, the greater the chances of a customer buying another product and becoming loyal to the brand.
Learn the 5 easy steps to demystifying the B2B online customer journey.
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