What is Customer Journey?
Customer journey refers to the entire experience that a person has from learning about a company, to purchasing from that company, to being in consistent contact with that company. Email marketing plays a large role in the customer journey that most businesses create. Since email is the primary way that businesses stay in touch with their customers and prospects, it might even be the most critical tool for creating a remarkable customer experience.
Why is Customer Journey Important?
The customer journey is important for multiple reasons. First of all, the better experience that a person has when buying from you the first time — clear communication, seamless onboarding, simple support — the better chance that they’ll purchase from you again in the future.
If your customer experience is sub-par, though, then many people won’t buy in the first place. And those who do probably won’t buy again in the future.
The relationship between you and your subscribers matters more than anything else when it comes to creating a seamless and pleasant customer journey.