The process of creating a customer journey map is called customer journey mapping. Companies use customer journey mapping to step into the customer’s shoes and understand the brand from their perspective.

To create an ideal customer journey map , you must map out all the possible touchpoints. It includes interaction through social channels, websites, or marketing and sales teams.

Including the customer’s touchpoints is necessary to get a complete view journey. A complete map will show how customers engage with the company from the earliest interaction until potentially leaving.

For example, one scenario can include online browsing, making a quick phone inquiry, and purchasing the product. Another scenario might include commenting about a product or brand and contacting customer care, then visiting the company website to make a purchase.