Glossary / Customer journey
What is Customer journey?
The customer journey is the full path someone takes from first hearing about you to buying and beyond, across every channel they use.
It is broader than a funnel. A funnel is your model of how people should progress; a journey is what they actually do, including the parts you cannot see and the loops back to the beginning.
Mapping it means writing down the real steps: how they became aware, what they searched, who they asked, what made them hesitate, and what finally decided it. The most valuable entries are the ones you learn from asking customers rather than from analytics.
The payoff is finding the gap. Most journeys have one point where people consistently stall, and it is usually a missing answer rather than a missing campaign.
In Creaiter
Creaiter ties campaigns, content and analytics to the same contacts, so the stages are read from one place rather than three tools.