The customer journey map is a visual representation of the timeline of the consumer’s entire journey. This includes identifying the channel that they found your brand or company through, where and how they interacted. Such as, what did they do after they found your company – go to your social channels, website, or marketplaces. It can be as detailed or as high level as you like, however it is always good to have a good understanding of the key touchpoints your consumers interact with in order to optimize their journey and drive more conversions.

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