Digital Customer Journey: Definition, Stages & Examples | QuestionPro

By Paulina Rodriguez on questionpro.com

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The Digital Customer Journey (DCJ) is a process that a user goes through when interacting with a brand to satisfy a need with a product or service. It is comprised of five stages: awareness, consideration, purchase, retention, and advocacy. Touchpoints are a critical part of the DCJ as they are the company's points of customer contact, end to end. Optimizing the DCJ is crucial for companies to offer a good user experience and convert customers. Examples of the DCJ include purchasing a guitar online, which involves the user discovering they have a need, considering different options, purchasing the product, being retained as a customer, and eventually advocating for the brand.