The Brand Is Behavior Academy sealBrand Is BehaviorAcademy™
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Course 3 of 8 · Sequential access

Your Brand Lives in Every Interaction

Touchpoints, Communication, Service, and Trust

Turn ordinary interactions into consistent experiences that build trust, respect, confidence, and loyalty.

$97Course tuition
2.5Professional hours
70%Passing score
1Signed certificate
Enroll in Course 3 — $97View Applications
Who this course serves

Designed for real professional environments.

Frontline staff and customer-service teamsAfter-school and youth-program staffNonprofit and community outreach teamsEntrepreneurs managing client relationships
Learning outcomes

Participants will be able to:

  • Identify the major touchpoints in the participant, customer, family, or community journey.
  • Evaluate the experience created at each touchpoint.
  • Establish practical interaction standards.
  • Apply a service-recovery process after a mistake or broken promise.
  • Complete a Brand Interaction Touchpoint Map and Improvement Plan.
Course structure

Professional lesson sequence

The course combines book-based teaching, live or digital instruction, practical application, and measurable assessment.

  1. 1. Course Orientation and Touchpoint Baseline

    Review prerequisite completion and identify the most frequent interactions.

    Application: List all known touchpoints.
    10 min
  2. 2. Every Interaction Is a Brand Moment

    Explore email, calls, follow-up, tone, boundaries, and presence.

    Application: Complete the touchpoint inventory.
    20 min
  3. 3. Company and Community Brand Stakes

    Understand why inconsistency can affect trust, safety, and credibility in community work.

    Application: Identify high-stakes touchpoints.
    20 min
  4. 4. The Interaction Test

    Evaluate responsiveness, clarity, respect, humanity, and purpose alignment.

    Application: Score five real interactions.
    20 min
  5. 5. Small Moments, Major Trust

    Analyze delayed responses, dismissive tone, broken promises, apologies, explanations, and consistent presence.

    Application: Complete a small-moment case review.
    25 min
  6. 6. Service Recovery and Interaction Standards

    Build standards for welcome, communication, problem resolution, and follow-up.

    Application: Draft a service-recovery protocol.
    30 min
  7. 7. Final Quiz and Deliverable

    Finalize the touchpoint map and improvement plan.

    Application: Submit the map and earn at least 70%.
    15 min
Applications

Six ways participants put the course into practice.

These applications are completed inside the private course experience. Public pages show the learning structure without exposing the full paid worksheets.

Application 1

Touchpoint Inventory

List where and how people encounter the brand.

  • Stage
  • Touchpoint
  • Owner
  • Current method
  • Frequency
Application 2

Experience Journey Map

Map the experience from first contact through continued relationship.

  • Journey stage
  • What happens
  • Desired feeling
  • Current feeling
  • Gap
Application 3

Interaction Test

Evaluate responsiveness, clarity, respect, humanity, and purpose alignment.

  • Interaction
  • Responded as promised?
  • Clear and respectful?
  • Human-centered?
  • Aligned with purpose?
Application 4

High-Risk Interaction Review

Identify interactions most likely to damage trust or safety.

  • Risk touchpoint
  • What can go wrong
  • Who is affected
  • Current control
  • Needed improvement
Application 5

Service-Recovery Protocol

Define what happens after a mistake, delay, complaint, or broken promise.

  • Acknowledge
  • Apologize
  • Explain
  • Correct
  • Follow up
Application 6

Final Touchpoint Improvement Plan

Prioritize the most important improvements.

  • Touchpoint
  • New standard
  • Owner
  • Training or system needed
  • Completion date
Required final deliverable

Brand Interaction Touchpoint Map and Improvement Plan

A journey-based map of high-impact interactions, the feelings each creates, the standards required, and the actions needed to repair weak points.

Submission standard

  • Specific evidence and examples
  • Clear action priorities
  • Assigned ownership or personal accountability
  • Due dates and success measures
  • Submitted before certificate issuance
Applied scenario

Real-world decision practice

A parent calls an after-school program about a billing concern. The call is transferred twice, the tone is dismissive, and no one follows up. Create the immediate recovery response and the long-term touchpoint standard that would prevent a repeat.

Signature of Toni E. Washington-ShinnIndividual Course 3 Certificate2.5 professional training hours · 70% passing requirement
Assessment and certificate

Clear requirements. Verifiable completion.

10 Questions

Objective and scenario-based questions aligned to the stated outcomes.

70% to Pass

A learner must answer at least seven of ten questions correctly.

Deliverable Required

The practical application must be completed and submitted.

Signed Certificate

The certificate includes course title, approved hours, date, certificate ID, and Toni’s signature.

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NextCourse 4

Every Interaction Is a Brand Moment.

Course 3 helps teams and entrepreneurs map, measure, and improve the interactions that build or break trust.

Enroll in Course 3 - $97Team Delivery