The customer journey refers to the complete experience a customer has with a brand, from the initial awareness to the final purchase and beyond. It includes various stages such as awareness, consideration, and decision, where customers interact with different touchpoints like advertisements, websites, and customer service. Understanding this journey helps businesses identify opportunities to improve customer satisfaction and loyalty. Mapping the customer journey allows companies to visualize how customers engage with their products or services. By analyzing each stage, businesses can tailor their marketing strategies and enhance the overall experience. This process ultimately leads to better customer retention and increased sales.