Customer Journey

A customer journey is the full story of how someone moves from stranger to loyal customer. In email, it shows up as welcome emails, follow ups, reminders, and check ins that match what they do. Each step is planned so people get helpful messages at the right time. It should feel natural, not forced.

A clear journey matters because it replaces random blasts with messages that react to real behavior. When someone joins your list, leaves a cart, or makes a purchase, the right email can move them to the next step. This usually means higher opens, more clicks, and more revenue from the same list. It also gives your team a simple view of what happens after each action.

To start, map one simple path for new subscribers. Decide what you want them to do first, like make a first purchase or use a key feature. Send a short series that welcomes them, shares one useful win, then makes a clear offer. Keep each email focused on one goal so the next step is always obvious.