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Brand experience

Consumer Journeys

How to use customer journeys across the company.

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Visualization
HIGHLOW1
People's reality
2
Cross-department
3
System design
4
Decision making
What it is

Journey maps help understand people's reality, align departments, redesign systems and make decisions.

When to use it

Improving customer experience and brand loyalty.

How to apply

Start with what people DO, not what we want to SAY — then tackle touchpoints.

Source: WARC

Related frameworks

Brand experience
1
Company
2
Employees
3
Customers

Service Branding Triangle

A service brand lives in three relationships — sustain all three.

Brand experience
Behavioral
Sensory
Emotional
Intellectual

Brand Experience

Customers experience a brand in four ways at once.

Brand experience
CORE1Idea2Behavior3Communications4Touchpoints

Brand Experience (Davies)

Consistent experience from idea to touchpoint.

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About:

Agencies execute. Consultants advise. And then everyone wonders why the two never add up.

Clues does both. We look for the clues that point to the right path, and then we walk it with you all the way. Because strategy without execution is just a well-paid hypothesis.

We put this library together because we see structured thinking as the foundation of success. Whether you're working on your next campaign or building a brand-new brand.

Share it, use it, build on it. The Clues team.