A customer journey describes the interactions a customer has with your brand from start to finish. For example, a customer might first see your product on social media, then visit your website, then buy an item, and follow that up with a question through your live chat support – the customer journey starts with that first impression, and ends with your last interaction.
We feel differently on different websites. A pizza takeout site, versus a charity store, versus a brand advocating for animal welfare – they’re designed to make you feel a certain way while you’re on the site. So with your website, think about the customer journey – no matter your cause, the customer journey should be smooth and consistent, and leave a positive impression!