Complete Story
01/30/2025
From Pre-Need to Aftercare: Redefining Consumer Experience in Funeral Service
This session delivers practical, real-world strategies for improving the entire consumer journey—from first contact through long-term aftercare. Drawing on data and experience from platforms that have supported over one million families, Cole Waybright shows how funeral homes can increase satisfaction, boost reviews, strengthen loyalty, and build deeper community trust by improving the family experience.
Attendees will learn how grief-informed care, simple marketing practices, and smart digital tools work together to create meaningful touchpoints that set their firm apart and support sustainable business growth.
Key Takeaways:
- Understand the most influential moments in the consumer journey
- Use proactive approaches that increase reviews and referrals
- Extend relationships through effective aftercare and grief support
- Respond to evolving consumer expectations and digital trends
- Apply proven practices to enhance loyalty and overall experience
Cole Waybright
Vice President, Sales Optimization
Homesteaders Life Company
