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 the customer experience from start to finish. 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. This process often involves gathering data from various sources, including surveys, interviews, and analytics, to create a comprehensive view of the customer experience. Ultimately, it helps enhance customer satisfaction and loyalty.