{"id":3222,"date":"2025-06-11T09:07:13","date_gmt":"2025-06-11T07:07:13","guid":{"rendered":"https:\/\/cxfactory.org\/en\/?p=3222"},"modified":"2025-06-12T15:34:11","modified_gmt":"2025-06-12T13:34:11","slug":"az-ugyfelut-nem-a-kasszanal-kezdodik-es-nem-is-ott-er-veget","status":"publish","type":"post","link":"https:\/\/cxfactory.org\/en\/az-ugyfelut-nem-a-kasszanal-kezdodik-es-nem-is-ott-er-veget\/","title":{"rendered":"The customer journey doesn\u2019t start at the checkout \u2013 and it doesn\u2019t end there either."},"content":{"rendered":"\n<figure class=\"wp-block-image size-large\"><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"686\" data-attachment-id=\"3219\" data-permalink=\"https:\/\/cxfactory.org\/en\/ugyfelut-web\/\" data-orig-file=\"https:\/\/i0.wp.com\/cxfactory.org\/wp-content\/uploads\/2025\/06\/Ugyfelut-WEB.png?fit=1183%2C792&amp;ssl=1\" data-orig-size=\"1183,792\" data-comments-opened=\"0\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"U\u0308gyfe\u0301lu\u0301t WEB\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/i0.wp.com\/cxfactory.org\/wp-content\/uploads\/2025\/06\/Ugyfelut-WEB.png?fit=300%2C201&amp;ssl=1\" data-large-file=\"https:\/\/i0.wp.com\/cxfactory.org\/wp-content\/uploads\/2025\/06\/Ugyfelut-WEB.png?fit=1024%2C686&amp;ssl=1\" src=\"https:\/\/i0.wp.com\/cxfactory.org\/wp-content\/uploads\/2025\/06\/Ugyfelut-WEB.png?resize=1024%2C686&#038;ssl=1\" alt=\"\" class=\"wp-image-3219\" srcset=\"https:\/\/i0.wp.com\/cxfactory.org\/wp-content\/uploads\/2025\/06\/Ugyfelut-WEB.png?resize=1024%2C686&amp;ssl=1 1024w, https:\/\/i0.wp.com\/cxfactory.org\/wp-content\/uploads\/2025\/06\/Ugyfelut-WEB.png?resize=300%2C201&amp;ssl=1 300w, https:\/\/i0.wp.com\/cxfactory.org\/wp-content\/uploads\/2025\/06\/Ugyfelut-WEB.png?resize=768%2C514&amp;ssl=1 768w, https:\/\/i0.wp.com\/cxfactory.org\/wp-content\/uploads\/2025\/06\/Ugyfelut-WEB.png?w=1183&amp;ssl=1 1183w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/figure>\n\n\n\n<p>Many businesses still believe that the customer relationship begins when someone makes a purchase. In reality, the <strong>customer journey<\/strong> starts <strong>well before the sale<\/strong>, and often, its most memorable moments happen <strong>after<\/strong> the transaction. Understanding the customer journey helps you <strong>serve, retain, and win back<\/strong> your customers more effectively.<\/p>\n\n\n\n<p><strong><br><br><strong>What is the customer journey?<\/strong><br><\/strong>The customer journey is <span style=\"box-sizing: border-box; margin: 0px; padding: 0px;\">a buyer&#8217;s process\u2013from the<\/span><strong> first impression<\/strong> to the <strong>post-purchase experience<\/strong>.<\/p>\n\n\n\n<p>It can happen online, in person, or as a mix of both \u2013 the key is that every <strong>touchpoint<\/strong> contributes to the overall experience:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>When they browse your website<\/li>\n\n\n\n<li>When they complete a registration<\/li>\n\n\n\n<li>When they first encounter your brand (e.g. through an ad or a recommendation)<\/li>\n\n\n\n<li>When they ask questions, make a purchase, file a complaint, or return later<\/li>\n<\/ul>\n\n\n\n<p><strong>Why does it matter?<\/strong><\/p>\n\n\n\n<p><strong>Because a customer is not just a customer for a moment.<\/strong><\/p>\n\n\n\n<p>Their decisions and emotions are shaped not only by price but by the <strong>entire experience<\/strong>, and that experience can be made exceptional through a thoughtfully designed customer journey. It\u2019s not just the quality of the product or service that matters \u2013 it\u2019s the <strong>whole picture<\/strong>. The way you serve, support, or even handle a complaint can define how customers perceive your business. <strong>Anyone can make a sale once<\/strong>, but very few deliver such a meaningful experience that customers choose to stay \u2013 even if a competitor offers something similar at a lower price. Everyone has their favorite restaurant, hairdresser, or phone brand \u2013 and in most cases, that loyalty isn\u2019t a coincidence.<\/p>\n\n\n\n<p>With intentional effort and a customer-centric mindset, <strong>any business can create this kind of loyalty-building experience<\/strong>.<\/p>\n\n\n\n<p><br><strong>If you understand the path your customer takes, you can:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Anticipate where they might get stuck<\/li>\n\n\n\n<li>Improve the experience intentionally<\/li>\n\n\n\n<li>Reduce customer churn<\/li>\n<\/ul>\n\n\n\n<p><strong><br><strong>An example of a simple customer journey<\/strong><\/strong><\/p>\n\n\n\n<ol start=\"1\" class=\"wp-block-list\">\n<li>Someone sees a Facebook ad<\/li>\n\n\n\n<li>They click and land on the website<\/li>\n\n\n\n<li>They register, but get stuck at the payment step<\/li>\n\n\n\n<li>They receive a reminder email<\/li>\n\n\n\n<li>Eventually, they make a purchase<\/li>\n\n\n\n<li>They\u2019re satisfied \u2013 but no one follows up afterward<\/li>\n\n\n\n<li>They drop off<\/li>\n<\/ol>\n\n\n\n<p><br><strong>What could have made the experience better?<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>If the path on the website had been clearer<\/li>\n\n\n\n<li>If the newsletter offered real value, not just promotions<\/li>\n\n\n\n<li>If they had received attention after the purchase as well<\/li>\n<\/ul>\n\n\n\n<p><strong><br><strong>How can you improve it?<\/strong><\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Map out the touchpoints!<\/strong> Identify where customers interact with you and which interactions are most critical for them.<\/li>\n\n\n\n<li><strong>Ask your customers!<\/strong> Where did they get stuck? What moments stood out as positive experiences?<\/li>\n\n\n\n<li><strong>Watch the data!<\/strong> Where do they drop off in the process? What do your conversion rates tell you?<\/li>\n<\/ul>\n\n\n\n<p><strong>Summary<\/strong><\/p>\n\n\n\n<p><strong>The customer journey isn\u2019t a straight line, and it\u2019s not always visible at first glance.<\/strong> In fact, most businesses have <strong>multiple customer journeys<\/strong>, depending on the different types of customers (personas \u2013 more on this later) they serve.<br>But if you examine and improve it intentionally, you create experiences and <strong>long-term value.<\/strong> <\/p>\n\n\n\n<p>\ud83d\udc49 <strong>In the next post, we\u2019ll show what touchpoints are and how they influence the customer experience.<\/strong><\/p>\n\n\n<p>","protected":false},"excerpt":{"rendered":"<p>Many businesses still believe that the customer relationship begins when someone makes a purchase. In reality, the customer journey starts well before the sale, and often, its most memorable moments happen after the transaction. Understanding the customer journey helps you serve, retain, and win back your customers more effectively. What is the customer journey?The customer [&hellip;]<\/p>\n","protected":false},"author":199239521,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_coblocks_attr":"","_coblocks_dimensions":"","_coblocks_responsive_height":"","_coblocks_accordion_ie_support":"","advanced_seo_description":"","jetpack_seo_html_title":"","jetpack_seo_noindex":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[1369,1371],"tags":[],"class_list":["post-3222","post","type-post","status-publish","format-standard","hentry","category-blog","category-cx-alapok"],"jetpack_featured_media_url":"","jetpack_shortlink":"https:\/\/wp.me\/pcGXTj-PY","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/cxfactory.org\/en\/wp-json\/wp\/v2\/posts\/3222","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cxfactory.org\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cxfactory.org\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cxfactory.org\/en\/wp-json\/wp\/v2\/users\/199239521"}],"replies":[{"embeddable":true,"href":"https:\/\/cxfactory.org\/en\/wp-json\/wp\/v2\/comments?post=3222"}],"version-history":[{"count":4,"href":"https:\/\/cxfactory.org\/en\/wp-json\/wp\/v2\/posts\/3222\/revisions"}],"predecessor-version":[{"id":3229,"href":"https:\/\/cxfactory.org\/en\/wp-json\/wp\/v2\/posts\/3222\/revisions\/3229"}],"wp:attachment":[{"href":"https:\/\/cxfactory.org\/en\/wp-json\/wp\/v2\/media?parent=3222"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cxfactory.org\/en\/wp-json\/wp\/v2\/categories?post=3222"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cxfactory.org\/en\/wp-json\/wp\/v2\/tags?post=3222"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}