The Yellow-brick road customer journey refers to a visual representation of the various touchpoints and experiences that a customer encounters during their interaction with a brand. It is often represented as a map or a flowchart that outlines the steps a customer takes, from initial awareness to post-purchase evaluation.

The term “yellow-brick road” is inspired by the iconic journey in L. Frank Baum’s novel, “The Wizard of Oz,” where the protagonist, Dorothy, follows a yellow-brick road to reach her destination. In a similar manner, the yellow-brick road customer journey maps the path that a customer takes to reach their goal or solve a problem.

This approach helps businesses understand the customer’s perspective, identify pain points, and optimize their customer experience. By mapping the customer journey, organizations can identify areas where they can improve customer engagement, reduce customer frustration, and enhance the overall experience.

The yellow-brick road customer journey is a useful tool for customer experience management and can help organizations create a more customer-centric culture and improve customer satisfaction.