Ep 47: Customer Journey Mapping (+ Introducing Co-Host Matt Sprague!)

Season 2 kicks off with a new co-host! Scott welcomes Matt Sprague (Swoz Consulting's COO) as Caitlin pursues an exciting international opportunity. In this episode, we're jumping straight into Customer Journey Mapping: what it actually is, why it matters -- and how to do it without making your team want to kill each other!Key Topics:Why Customer Journey Mapping matters for every department, not just salesThe post-it note workshop method for collaborative journey mappingHow to prevent finger-pointing and create psychological safety in the processThe Google Maps analogy for strategic planningWhy most team conflicts stem from different views of "current state"Whether you're rounding out the year or kicking off Q1 planning, a Customer Journey Map will give you a clear path forward that your entire team can be aligned on.----------Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.