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Customer Experience

Customer journey

The sequence of touchpoints a customer encounters from first awareness (Instagram post, Google search) through decision (menu view, reviews) to consumption (in-venue order) and retention (return visit, review). Channel mix maps to journey stages.

Related Terms

Marketing
Channel mix
The distribution of menu views across acquisition channels — Instagram bio, Google Business Profile, in-venue QR, email, organic search. Most restaurants get 60-80% from 2-3 channels and the rest is long tail. Mix varies dramatically by concept.

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