74. Where is your customer journey falling apart? Let’s diagnose…

If your evergreen funnel isn't converting, your membership churn is creeping up, or you just have a nagging feeling something in your customer journey is off... this episode is going to help you start diagnosing the issue.The tricky thing about a broken customer experience is that it rarely shows up as a complaint. People simply go quiet, unsubscribe, or cancel. And when you've built everything yourself, you're often too close to it to see where it's falling apart.Today I'm walking you through a practical starting point for diagnosing your customer journey and finding what I call the moment that matters.What we cover:What a customer journey is and why it's so hard to diagnose from the insideThe moment that matters and what it means for whether someone stays or disengagesWhy dissatisfaction almost never shows up as a complaint (and what to look for instead)How to map your customer journey by phase and spot the blind spotsThe two questions to ask yourself when you're looking for where things go wrongWhy talking to your people is still the most underrated research tool you haveView the episode transcript here.Where to from here?Grab the 2026 State of the Customer Report FREE right here.Generate 10 tailored-to-you survey questions FREE right here.Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here!Find out how you can get my strategic customer experience brain on your brand here.Check out my favourite CX tools and resources here.😍 Love the show?Hit subscribe or follow so you never miss a new episode.Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).Leave a positive review to help the show get found by more small business owners just like you. To leave a review:👉 Find What Would They Do? on Apple Podcasts👉 Scroll to ‘Ratings & Reviews’👉 Tap on the stars to rate the show before writing a reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.