What Is a Customer Journey? 

Ever feel like you’re chasing leads, answering the same questions over and over, and still struggling to close deals? The problem might not be your pricing, your service, or even your pitch—it’s that you’re not thinking about the customer journey.

A customer journey is the path a client takes from first discovering your business to making a purchase (and beyond). It’s how they find you, what they experience along the way, and why they decide to book—or walk away.

And here’s the kicker: if you don’t define the journey, it happens by accident. That means inconsistent messaging, missed sales, and clients slipping through the cracks.

This week, we’re breaking down what a customer journey is in the coming weeks we will also break down: why it matters, and how understanding it will make your sales process so much easier.

So, What Exactly Is a Customer Journey?

Think about the last time you made a big purchase. Maybe it was a service for your business, a high-ticket item, or even just hiring someone for a project. You didn’t just buy immediately—you went through a process:

1️⃣ You became aware of the option. (Saw an ad, got a referral, or found it on Google.)
2️⃣ You researched. (Checked reviews, browsed the website, maybe followed on social media.)
3️⃣ You considered your options. (Compared prices, asked questions, maybe hesitated.)
4️⃣ You made the purchase. (Finally booked—but only when you felt confident.)
5️⃣ You formed an opinion. (Did the experience meet expectations? Would you buy again or recommend it?)

That’s a customer journey. And your clients go through the same steps before they book you.

Whatttttt.