Understanding Zebra Crossing in Customer Journey

Customer journey is the complete sum of experiences that customers go through when interacting with your company and brand. Instead of looking at just a part of a transaction or experience, the customer journey documents the full experience of being a customer.

What is Zebra Crossing in customer journey?

It is the moment of truth, when the customer makes decisive decision about your company, whether to buy from you or not.

At this period, you must give the highest priority to the customer by understanding what their experience is.

Most organizations are reasonably good at gathering data on their users. But data often fails to communicate the frustrations and experiences of customers. A story can do that, and one of the best storytelling tools in business is the customer journey map.

“When Customer smiles or says thank you, it doesn’t stop there, go a step further, FOLLOW UP and get Feedback about their Experience”


For more customer experience information and knowledge in-depth, contact:

customer Experience Expert




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