Look Inside the Customer Journey (jschmid.com)

The way people interact with brands is not as orderly or linear as a customer journey map seems to indicate – or a sales funnel, for that matter.

I’m not implying that understanding, mapping and optimizing the customer journey, and your path to conversion isn’t mandatory – it is. But I am suggesting that it’s worth looking further in an attempt to understand the way actual, living, breathing, thinking humans experience your brand. As a human, I can attest that my journey from awareness to purchase and later repurchase is never linear or orderly.

If we drill down to a closer view, we can talk about the cluster of interactions that are driven by something the customer did. Place an order? There’s a cluster of activity there. Visit the website? There’s a cluster of interactions there. Sign up for email? Ad cluster. more at source: https://www.jschmid.com/blog/look-inside-the-customer-journey/

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