Journey-mapping can help identify where the prospective customer ... it results in customers who can trust your expertise. When it isn't, it can lead to dissatisfaction and reduced brand equity.

Therefore, when building a journey map, you need to consider the role each person is playing in the journey and the ways those roles interact with one another. Who is the primary buyer? Who are the ...

As part of Inside Housing’s CPD offering, watch the full webinar at the end of this article in association with Switchee, ‘Customer journey mapping – how to improve efficiency without compromising ...