The Role of Emotions in the Customer Journey

 

Run time: 54 seconds

---

Prefer to read this week’s Ideal Marketing Minute?

Why do some brands just “feel right” every step of the way? It’s because emotions shape the customer journey. People often remember how you made them feel, not just what you said or sold. So, how can you forge those crucial emotional connections? Start by deciding what feelings you want your brand to inspire at each stage. Is it excitement when someone discovers you? Reassurance when they’re weighing options? Pride after they’ve made a purchase? Here are three quick ways to build these emotional bridges:

1. Use storytelling and imagery that reflect your customers’ aspirations and solve their challenges.

2. Share genuine customer success stories, this builds credibility and trust.

3. Add those thoughtful, personal touches: thank-you notes, welcome messages, or follow-up check-ins.

When your journey feels emotional, not just transactional, you turn buyers into fans. Want tailored ideas to strengthen your own customer journey? Try our free Customer Journey Assessment for some practical inspiration on where to focus next. Resources  Customer Journey Assessment: https://idealmarketingcompany.co.uk/customer-journey-assessment/

Join the Ideal Marketing Minute

This video was made for the Ideal Marketing Minute – A weekly email that asks a key question about your marketing and business that you can review in under a minute. Make sure you don’t miss another email by signing up here. You’ll also be able to view previous emails and access the resources for this video.