EVALUATING THE CUSTOMER JOURNEY

This research paper aims to define and frame customer journey, by exploring associated consumer decision making which spotlight the key stages and touch point by categorizing into – (a) Brand owned (b) Partner owned and (c) Brand control. Intricacies the decision-making stages by (a) pre purchase (b) purchase and (c) post purchase. The pioneering research offers to delves into the vibrant world of customer experience, new life into the concept of customer journey, which transfigure how we understand customer interaction and engagement enhancement also unveils and vivid the categorization by many questionaries, tabulation and charts these embarks on an innovative exploration into realm of customer experience leading to intricate landscape of customer interaction. By the end of the report it ensures about how the business perceive revolution, gives the comprehensive framework providing valuable insights for firm aiming to enhance customer engagement satisfaction. Understanding and managing each aspect of the customer journey effectively, brands can be significantly improving their overall customer experience, strategy and myriad factors infusing consumer decision making. Because in today’s competitive market landscape, understanding customer journey is paramount for business seeking to enhance their customer experience strategy. KEYWORDS – Decision making, Customer relationship, Consumer journey, Customer interaction.