labeled "customer journey" hanging on a string izes the path that a customer takes from initial awareness of a

engagement consideration research evaluation decision purchase onboarding experience support feedback satisfaction loyalty advocacy retention interaction conversion touchpoint journey pathway impression insight response service followup expectation relationship customization influence referral transition navigation decisionmaking impact reengagement communication optimization personalization perception trust empathy delivery alignment value integration adaptation consistency understanding note labeled customer hanging string symbolizes path takes initial awareness product postpurchase