{"id":337630,"date":"2022-05-06T11:24:33","date_gmt":"2022-05-06T18:24:33","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=337630"},"modified":"2024-05-28T04:56:43","modified_gmt":"2024-05-28T11:56:43","slug":"customer-journey-vs-customer-experience","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/customer-journey-vs-customer-experience\/","title":{"rendered":"Customer Journey vs Customer Experience: The Difference"},"content":{"rendered":"<p><span style=\"font-weight: 300;\">So, why does your company need both the customer experience vs customer journey? Aren\u2019t they the same? Not exactly.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">The confusion you might experience when coming across customer experience and customer journey is understandable: Both terms describe your customers; however, the very essence and purposes of Customer Experience and Customer Journey are different.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Stick with us if you\u2019d like to learn more about what makes Customer Journey a concept different from Customer Experience and how you can differentiate one from another. Let\u2019s start first by understanding very briefly what is the definition of each term.\u00a0<\/span><\/p>\n<div class=\"tags-wrap\">\n<p class=\"content-index\" style=\"margin-top: 0;\">Content Index<\/p>\n<ol style=\"font-weight: 400; margin: 0px 30px; line-height: 22px;\">\n<li style=\"lisy-style-type: decimal;\"><a href=\"#What_is_Customer_Journey\">What is Customer Journey<\/a><\/li>\n<li style=\"lisy-style-type: decimal;\"><a href=\"#What_is_Customer_Experience\">What is Customer Experience<\/a><\/li>\n<li style=\"lisy-style-type: decimal;\"><a href=\"#Why_are_they_different\">Why are they different<\/a><\/li>\n<li style=\"lisy-style-type: decimal;\"><a href=\"#Example\">Example of Customer Journey vs Customer Experience<\/a><\/li>\n<li style=\"lisy-style-type: decimal;\"><a href=\"#Conclusion\">Conclusion<\/a><\/li>\n<\/ol>\n<\/div>\n<h2 id=\"What_is_Customer_Journey\">What is a Customer Journey?<\/h2>\n<p><a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-map\/\"><span style=\"font-weight: 300;\">Customer Journey<\/span><\/a><span style=\"font-weight: 300;\"> is the set of all customer actions and interactions with your product or service and with your company. These actions can be real or possible and go beyond the purchase process, including the pre-sale and post-sale stages.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">The journey is built up of five stages, and it is important always to keep it in mind because if we know it well, we will be able to get closer to our target audience by responding to their needs at the right time, thus saving journey time, which translates into a longer life cycle.<\/span><\/p>\n<p style=\"text-align: center;\"><em><strong>LEARN ABOUT:<\/strong> <a href=\"https:\/\/www.questionpro.com\/blog\/customer-lifecycle\/\">Customer Lifecycle<\/a><\/em><\/p>\n<p><span style=\"font-weight: 300;\">It should be noted that, as the name indicates, the focus is on the customer. That\u2019s why we need to question ourselves about Customer Journey vs Customer Experience:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Do we know who they are?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Do we know how they behave?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Do we know their wants and needs?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Do you know how your brand makes them feel?\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 300;\">The sales process that the client goes through ranges from when a need arises to research and different alternatives. Taking into account the customer journey in the business strategy will allow defining what topics to cover as well as the formats and distribution channels.<\/span><\/p>\n<p style=\"text-align: center;\"><em><strong>LEARN ABOUT:<\/strong><\/em> <a href=\"https:\/\/www.questionpro.com\/blog\/customer-first\/\"><em>Perfect Customer-First Strategy<\/em><\/a><\/p>\n<p><span style=\"font-weight: 300;\">One of the first steps in building the customer journey is to define the buyer persona. Identifying the client will allow you to understand them, put yourself in their place, and thus be able to know their characteristics, experiences, and needs.<\/span><\/p>\n<p style=\"text-align: center;\"><strong>LEARN ABOUT:<\/strong> <a href=\"https:\/\/www.questionpro.com\/blog\/client-management\/\" data-rich-text-format-boundary=\"true\">Client Management<\/a><\/p>\n<p><span style=\"font-weight: 300;\">Once you have your buyer persona defined, you build a <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-mapping\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">customer journey map<\/span><\/a><span style=\"font-weight: 300;\"> &#8211; a visual representation of the customer journey &#8211; to illustrate the customer\u2019s experiences with a company. <\/span><span style=\"font-weight: 300;\"><br \/>\n<\/span><\/p>\n<blockquote><p><span style=\"font-weight: 300;\">Are you interested in creating your own Customer Journey Map? Then you might be interested in reading: <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/how-to-create-a-customer-journey-map\/\"><span style=\"font-weight: 300;\">How to Create a Customer Journey Map?<\/span><\/a><\/p><\/blockquote>\n<h2 id=\"What_is_Customer_Experience\">What is Customer Experience?<\/h2>\n<p><a href=\"https:\/\/www.questionpro.com\/cx\/why\/5-pillars.html\"><span style=\"font-weight: 300;\">Customer Experience<\/span><\/a><span style=\"font-weight: 300;\"> (CX) is the consequence of a customer&#8217;s perceptions after interacting rationally, physically, emotionally, and\/or psychologically with any part of a business. This perception affects <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/consumer-behavior-definition\/\"><span style=\"font-weight: 300;\">Customer behaviors<\/span><\/a><span style=\"font-weight: 300;\"> and creates memories that drive <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-loyalty-what-it-is\/\"><span style=\"font-weight: 300;\">Customer Loyalty <\/span><\/a><span style=\"font-weight: 300;\">affecting the economic value a business generates.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Customer Experience spans all interactions from engagement to marketing, discovery, purchase, usage, and customer service &#8211; regardless of the channel. Its scope is inclusive, uniting the business around the customer&#8217;s vision.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Businesses cannot completely control the customer experience because it implies dominating their customers&#8217; perceptions, emotions, and behaviors, something impossible, in fact.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 300;\">However, if they can prepare to offer ideal experiences and correct what harms their customers, and actually close the loop\u2026 Then must likely the company might be using a <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-experience-management-platform\/\"><span style=\"font-weight: 300;\">Customer Experience Management Platform<\/span><\/a><span style=\"font-weight: 300;\">.<\/span><\/p>\n<h2 id=\"Why_are_they_different\">The main differences<\/h2>\n<p><span style=\"font-weight: 300;\">If the difference between both terms still feels confusing, here\u2019s a hint: Customer journey is a strategy used in the management of the customer experience. In other words, customer experience relies on mapping their customer&#8217;s journey to learn how their interactions with a brand make them feel.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 300;\">If you\u2019re working to provide the best customer experience to your client, you always need to keep their journey and their emotions in mind.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>The Hacker\u2019s Guide to Customer Experience.<\/strong> CX complexity depends on the needs each business or project has. We hope this free eBook helps you better understand how to make a successful customer experience program to gather insightful data and turn your customers into advocates of your brand.<\/span><\/p>\n<p>The eBook also describes how to framework your customer journey for your CX program to be successful.<\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/ebook\/hackers-guide-to-customer-experience.html\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>DOWNLOAD FOR FREE<\/strong><\/a><\/span><\/p>\n<h2>Vivan los Tacos: Example of\u00a0 Customer Journey vs Customer Experience<\/h2>\n<p><span style=\"font-weight: 300;\">Having a clear image of your customer journey is critical to improving customer experience. Check out the following example:\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Let\u2019s say you\u2019re a loyal customer of the \u201cVivan los Tacos\u201d restaurant. If someone asks you why you always like to go there, you might say is because they have the greatest tacos in the entire city. However, you don\u2019t like their customer service, perhaps because the waiters are rude or because they take too long preparing the food. <\/span><\/p>\n<p><span style=\"font-weight: 300;\">This means your customer experience is bad in a precise moment of your journey as a customer. What will happen when you get fed up with such a <a href=\"https:\/\/www.questionpro.com\/blog\/bad-customer-experience\/\">bad customer experience<\/a> every single time you go? You might consider reviewing other alternatives (their competition) and end the lifecycle of your customer journey for good with \u201cVivan los Tacos\u201d Restaurant.\u00a0<\/span><\/p>\n<p style=\"text-align: center;\"><strong>LEARN ABOUT:\u00a0<\/strong><a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-mapping-tools\/\">Customer Journey Mapping Tools<\/a><\/p>\n<p><span style=\"font-weight: 300;\">What\u2019s the moral of this example? Is it that you should never assume that just because you have the best tacos in the area means your customers will be loyal forever? Might be. But also this: building a Customer Journey strategy around your Customer Experience will allow you to realize at which <a href=\"https:\/\/www.questionpro.com\/blog\/customer-touchpoints\/\">touchpoint your customer<\/a> is struggling. And the best way to know the pains or joys of your customers is simply by asking them.<\/span><\/p>\n<blockquote>\n<p class=\"p1\">Learn how to create your own <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-canvas\/\"><span class=\"s1\">customer journey canvas<\/span><\/a>\u00a0and download our template.<\/p>\n<\/blockquote>\n<h2><\/h2>\n<h2 id=\"Conclusion\">Key differences between Customer Experience and Customer Journey<\/h2>\n<p><span style=\"font-weight: 300;\">Let\u2019s round this up:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Customer Journey is a strategy that describes all customer actions and interactions in their relationship with a brand. <\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Customer Experience (CX) is how a business relates with its clients in all the steps they go through (from consideration all the way to being a promoter of your brand).<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Customer Experience and Customer Journey are critical elements that any business needs to keep in mind if they want their customers to become advocates of their brand.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">To provide a great customer experience, you need to put your customer at the heart of your business. To do that, you need to be aware of their customer journey fully.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">If you want to create a clear vision of what your customers feel from each transaction with your brand, you\u2019ll need to collect their feedback.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 300;\">We hope that the differences between Customer Journey vs Customer Experience are clear with this simple explanation, and you can take advantage of both to improve your CX results. At QuestionPro, we have all the tools you need to level up each stage of your customer journey and boost your customer experience.<\/span><\/p>\n<p style=\"text-align: center;\"><strong>LEARN ABOUT:<\/strong> <a href=\"https:\/\/www.questionpro.com\/blog\/consumer-decision-journey\/\">Consumer Decision Journey<\/a><\/p>\n<p><span style=\"font-weight: 300;\">With <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/\"><span style=\"font-weight: 300;\">QuestionPro CX<\/span><\/a><span style=\"font-weight: 300;\"> you will be able to evaluate the level of satisfaction of your consumers at each key point of their journey, trigger alerts to avoid detractors, and encourage promoters, among other functions. We invite you to discover how a powerful 360\u00ba CX management platform can make a difference, bringing to the table actionable data for your CX program.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Are you interested in knowing a little more about <\/span><span style=\"font-weight: 400;\">QuestionPro CX<\/span><span style=\"font-weight: 400;\">? We will be happy to chat with you and get to know your project in depth. Let\u2019s connect!<\/span><\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\"><button>LEARN MORE<\/button><\/a>\u00a0 \u00a0 \u00a0 \u00a0<a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\"><button>FREE TRIAL<\/button><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>So, why does your company need both the customer experience vs customer journey? Aren\u2019t they the same? Not exactly. 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