Customer Journey Flow: The Secret 90% of Businesses Are Missing
Lisa — the owner of an online fashion boutique with over 2,000 customers — received a message on WhatsApp at 9 PM: “Hi, I wanted to ask about that dress from the other day…” Lisa didn’t remember. Did this customer ask through Facebook or WhatsApp? Yesterday or last week? How many products had she browsed? Had she bought anything before? Lisa scrolled through WhatsApp — nothing. Switched to Facebook Messenger — too many unread messages. Finally, she replied: “Sure, let me send you the product link!”
