The customer journey begins when potential customers first become aware of a product or service. For some companies, this may happen through advertising, word-of-mouth, or digital content. Though this stage typically involves marketing and sales, every department contributes to the brand’s first impression.
How Your Role Impacts This Stage:
- Marketing: Creators of content and campaigns that grab attention, educate, and engage potential customers.
- HR and Internal Culture: The culture within your organization influences the brand message. A positive, employee-centric culture can lead to customers feeling more connected to the brand.
- Product/Design Teams: These teams influence how the product looks and feels, which often determines whether customers are intrigued enough to explore further.
Opportunities to Delight:
- Ensure marketing materials are consistent and align with the company’s values. Accurate messaging creates trust from the start.
- Every employee, from HR to product teams, should embody the company’s brand values. A cohesive internal culture translates into more authentic customer interactions.
