Playbook – Building lasting customer relationships for the digital age
Introducing the 7A customer journey framework
By Andreas Munzel
Professor of Marketing
By Koen Tackx
Professor of Marketing
18 April 2025
In today’s hyper-connected landscape, delivering a standout customer experience means rethinking every step of the journey. That’s where the 7A Customer Journey Framework comes in, an evolved model that helps businesses create value at every touchpoint.
In this playbook, you’ll discover:
- How to map and enhance customer experiences across seven key stages
- Why loyalty loops, trust tethers and influence infusion drive retention and growth
- Quick wins you can implement immediately, from Aware to Advocate
- Real-world applications in B2C and B2B contexts
- A practical canvas to refine strategy and measure success
Ready to take your customer experience to the next level?
Download the playbook now and start building lasting relationships that fuel long-term success.
Get in touch!
