A customer journey map is a visual representation that outlines the steps a customer takes when interacting with a business. It highlights key touchpoints, such as awareness, consideration, and purchase, helping organizations understand how customers experience their brand. This tool is essential for identifying pain points and opportunities for improvement. By mapping the customer journey, businesses can better align their strategies with customer needs and expectations. It often includes customer emotions, thoughts, and actions at each stage, providing valuable insights for enhancing customer satisfaction and loyalty. This process ultimately leads to a more effective customer experience and increased sales.