Customer journey mapping has entered the management process at institutions actively managing their customers’ experiences. However, mapping a journey is only part of the challenge.
From building initial awareness through post-purchase service, what you do and how you do it will impact your customers’ perceptions of your brand. Take a strategic look at integrating your brand expectations into the many activities that impact a customer’s journey.
The entire journey includes four key stages of relationship building: awareness, research, selection, and service. How you prepare for and manage each stage will have a profound impact on your ability to sustain brand consistency and ultimately differentiate your brand in a crowded marketplace.
Learning Objectives
Integrate your brand expectations into the many activities that impact a customer’s journey.
Identify the four key stages of relationship building.
Differentiate your brand in the marketplace.
Recorded on Oct. 3, 2024.