The buyer journey covers everything up to the point of purchase. The customer journey is split up into two parts: the buyer journey and the user journey. What's the difference between the customer, user, and buyer journeys? Instead, you can segment your audience into customer personas and create a map for each. But you can't create a customer journey map for every individual-and you don't need to. What do you now know about the brand besides the product or service itself? Were your problems, if any, solved? If so, were they solved in a timely manner? How was the contact you had, if any? Was it personal or formulaic? How many channels of communication with the company did you have available? When and where was your first contact with the product or service? Think back to any recent purchase of your own, and try to trace your own customer journey:
