Multichannel Customer Journey Metrics Breaking Down the Math Behind Multichannel Customer Journey Metrics Step x Step Cheat Sheet & Activity WorkbookThe customer journey is the story of how your customer interacts with your business across channels. Why Delivering a Personalized Customer Journey Matters In 1898 E. St. Elmo Lewis (what a name)—recognised the value of understanding customer journeys, and created the idea of the sales funnel. The AIDA model set out a rigid narrative for how people buy: 1? First they become aware of a brand. 2? Then they actively engage with the brand. 3? They hone in on the product they desire most... And they purchase! Niki sees a banner ad for a pair of jeans she loves, and as she clicks through to the website her customer journey begins. But duri

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