What is a customer journey map?

• A. A map used for delivery routes
• B. A chart of sales quotas
• C. A visual representation of a customer’s experiences and touchpoints across channels
• D. A random flowchart of company processes

Answer: (C)

A customer journey map is a visual representation of a customer’s experiences and touchpoints across channels. It shows how someone moves through their relationship with a brand—from initial awareness through consideration, purchase, and post-purchase interactions—and highlights all the places they interact, such as websites, apps, stores, social media, and customer service. By laying out these moments side by side, it reveals how the customer feels at each point, where frictions occur, and where opportunities exist to improve the overall experience. That multi-channel, experience-focused view is what makes the described option the best fit.

Other ideas don’t fit because they describe logistical routes (delivery planning), internal performance targets (sales quotas), or internal processes (a generic flowchart) that don’t center the customer’s experiences and interactions across channels.