Definition from Jeff Howard
“Consuming a service means a consuming an experience, a process that extends over time. The customer journey thus illustrates how the customer perceives and experiences the service interface along the time axis. It also considers the phases before and after actual interaction with the service. The first step in creating a customer journey is to decide its starting and stopping points. The customer journey serves as the umbrella under which the service is explored and, with various methods, systematised and visualised.”
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