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Customer Journey

The Customer Journey refers to the entire path of interactions that a customer goes through with a company, a service or a product. Customer Journeys can vary in terms of length and scope depending on the nature of the activities. The common Customer Journey represents all the interactions (touch points) happening from the customer being unaware of your existence through becoming aware of the product or company, investigating it, eventually buying it, using it, assimilating it to becoming an advocate for your product or company. This is summarized into the 5 A’s: 1. Awareness – 2. Acquisition – 3. Adoption – 4. Assimilation – 5. Advocacy