The Process View
Customer Journey
How customers shop today is heavily dependent upon research and interacting with companies’ online platforms. When looking at the customer journey as a whole, there are 7 distinct steps in the process. We will examine this process as a whole, and will identify some key success factors, and action to take, within each step.
Keep in mind, in most cases, after the first step, the shopper progresses through the remainder of the process almost autonomously.