A customer journey maps out every interaction a person has with your business, from the moment they first hear about you until they become a loyal customer and advocate. It includes their thoughts, feelings, and actions at each stage of their relationship with you.

This matters because most business problems stem from misaligned expectations between what you think customers want and what they actually experience. When you understand their journey, you can spot where people get confused, frustrated, or excited. You'll see why some prospects never convert and why some customers leave after their first purchase.

The real power comes from using this insight to improve your operations. Instead of guessing why sales are slow or customer service calls are increasing, you can make targeted improvements based on actual customer experiences.