What greatly influences experiences in the customer journey?

The influence of brand communications and interactions on the customer journey is significant because it encompasses how customers perceive and interact with a brand throughout various touchpoints. This includes advertisements, social media engagement, customer service interactions, and any other form of communication. Effective brand communications not only convey the value and qualities of a product or service but also reflect the brand's personality and values, which can significantly shape customer expectations and experiences.

Strong interactions foster trust and authenticity, enhancing customer satisfaction and loyalty. When customers have positive experiences during these interactions, they are more likely to feel a connection to the brand, which can lead to repeat business and referrals. Thus, the overall experience in the customer journey is largely shaped by how effectively and consistently a brand engages with its customers through various channels.