Marketing professionals and experts agree that the customer journey is one of the most important concepts for any brand marketing strategy. The customer journey is a term that refers to the steps that a customer takes, from becoming aware of a product or service to completing a purchase.

The largest problem marketers confront is probably understanding what a consumer sees and experiences during their interaction with your company. We may question why clients leave tabs open for hours simply to close them or why they take more than one step to get from point A to point B when it should just require one when we observe their behavior. But with the correct tools, seizing control of this crucial data is feasible, moving your company forwards with a deeper comprehension of your clients and the ability to enhance the client experience.

Understanding what a customer sees and experiences on their journey with your business is arguably the biggest challenge marketers face. When analyzing their behavior, we may wonder why customers leave tabs open for hours just to close them or why they take several steps to get from point A to B when it should only take one. But with the right tools, taking hold of this key information is possible, propelling your business forward with a greater understanding of your customers and therefore an opportunity to optimize your customer experience.

Imagine receiving a gift from a friend or significant other that didn’t match your personality, style or tastes-- it just wasn’t “you.” It forces you to question how well that person really knows you.