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 Sep. 26, 2024.