What is the main goal in the engage step of the customer journey?

The primary goal in the engage step of the customer journey is to build transparency and mutual understanding. This phase is crucial as it focuses on establishing a strong relationship with the customer. By fostering transparency, both parties can share information openly, aligning goals and expectations. This mutual understanding serves as a foundation for effective communication and collaboration, enabling the service provider to better meet the customer's needs and preferences.

In this stage, it's important to create a trusting environment where customers feel valued and understood. This relationship-building aspect is essential, as it can significantly influence the customer's overall experience and satisfaction with the services provided. A transparent engagement allows for feedback and dialogue, which can lead to further improvements in how services are delivered.

While finalizing the sale, enhancing marketing strategies, and negotiating pricing are important aspects of the overall sales process, they occur later in the journey and are not the primary focus of the engage step. This step is much more about creating a solid foundation for the relationship than it is about transactional outcomes.