Journey Mapping
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We no longer live in a transaction economy. We live in an experience economy. The better the experience you provide, the more loyal your members will be.

Take your brand from theory to tactics and map out the experience you want consumers to have with you at every touch point.

Eliminate Gaps Between Marketing & Experience

When your marketing says one thing but what members experience says another, you have a brand gap. Create a united front for a more consistent brand.

Get Buy-In From Your Whole Staff

Help your team see the critical role they play in your overall mission, whether they’re on the frontlines or in the back office.

Grow Word of Mouth

Build an experience so memorable your members can’t help but tell others about it.

Our Process

1. Pre-workshop Preparation

We’ll help you select the right people to have in the room when you build your journey map.

2. On-site Workshop

You’ll work as a team to create your own member experience program that hits every member touchpoint.

3. Post-Workshop Follow-up

We’ll send you your detailed journey map so you can own the program moving forward.


“We knew what we wanted members to experience, but we didn’t know if that’s what they were actually experiencing. We needed to determine that one thing that set us apart. On The Mark Strategies helped us find those answers, and we’re now having the most financial success the credit union has ever seen.”

Kelli Green

SVP Member Engagement,
Centric Federal Credit Union
$306 million assets

“The member experience program On The Mark Strategies helped us create has helped tremendously increase our referrals and cross selling. We’ve really been able to connect with our members more.”

Mindy Uitterdyk

VP Marketing, UniWyo Federal Credit Union
$494 million assets

“What made our member experience program so successful was the staff buy-in On The Mark Strategies helped us achieve. We increased our NPS score by 10 percentage points in just four months.”

Brandon Oliver

VP Branch Operations, SAFE Federal Credit Union
$1.5 billion assets

UniWyo FCU saw more paid-out referrals than ever before after creating its member experience program, “The Bold Life Code.”