Understanding how customers move from awareness to advocacy helps businesses refine products, messaging, and support. Customer Journey Mapping (CJM) visualizes the complete experience across all touchpoints—from a first Instagram click to a refund request—and identifies friction along the way.
This post discusses how businesses use CJM tools and frameworks (like empathy maps and journey boards) to uncover user pain points and optimize key moments. It also includes examples of successful journey-based campaigns that increased conversions and loyalty. In customer-centric businesses, the journey is as important as the destination.
