Brand Loyalty and the Customer Journey Map

“Do what you do so well that they will want to see it again and bring their friends.”

Walt Disney

Take a moment to list five to ten “micro moments” that have brought your brand to life within the past month.  Consider the following questions –

  1. What events have shaped the personality of your organization?
  2. What feedback have you received from customers?
  3. How do you feel about your customer service?  How do your customers feel about your customer service?
  4. What analogies describe your company?
  5. You work hard…What are you most proud of?

Your customer is key to your survival as an organization no matter the size of your firm or your industry.  Think about your customer and their lifecycle with your brand.  Relationships such as these go beyond any one sale.  The internet and digital applications have radically changed the way we all do business, and these technical innovations have leveled the playing field in the marketplace.  Customers are empowered and have high expectations.  Loyalty can be tricky.

The customer journey map can be a helpful visual tool for you to consider your customer’s experiences with your organization.  This tool can be simple or elaborate detailing steps along the way including, but not limited to;

  1. Discovery
  2. Evaluation
  3. Selection
  4. Retention
  5. Loyalty

This can also provide you with all kinds of opportunity to measure what is working and opportunities for change.  Please feel free to contact Stutsman & Associates for more information on this type of assessment for your continued growth.


This or any other corresponding blog materials are in no way intended to be a comprehensive plan.  Remember – all markets, circumstances, and results vary.  

Any strategic plan or marketing initiatives must follow all State and Federal laws and regulations, accordingly.

Please contact us directly for a complete assessment and plan for your individual organizational needs.

Martha Stutsman

Martha Stutsman

Martha Stutsman is founder of Stutsman & Associates, Strategic Planning and Marketing with 20 years of experience in cost-reduction marketing, brand revitalization and strategic planning. She specializes in start-ups, small and medium-sized businesses, organizations and not-for-profits. Martha grew up in a family-owned business in the Minneapolis area.
Martha Stutsman

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