Customer Journey
By the end of this module you will confidently answer: “What does the homeowner need from us at every stage of their Passport journey?” Follow one homeowner from first awareness through onboarding, activation, engagement, renewal, cancellation and win-back.
Six interactive lessons
The Homeowner Journey
Understand the full Passport lifecycle and how each stage connects to the next.
Awareness, Purchase & Onboarding
Understand how customers discover Passport, enter Membership, and begin building their home record.
Activation & First Value
Understand the difference between a customer who has signed up and a customer who is activated.
Ongoing Engagement & Renewal
Understand how Passport stays useful between service events and how renewal should be positioned.
Referral, Cancellation & Win-Back
Understand how the relationship continues even when a customer hesitates, cancels, or leaves.
Customer Journey Simulation
Apply the full customer lifecycle in one realistic scenario.