Ep 48: Customer Journey Mapping (Part 2) - From Mapping to Action

You mapped out your customer journey. But now what? Scott and Matt pick up where they left off, digging into what you actually do with all those post-it notes stuck to the wall. The goal is finding the friction points, gaps, and missed opportunities...

An episode of the Make Your Brand Legendary with Swoz Consulting podcast, hosted by Swoz Consulting, titled "Ep 48: Customer Journey Mapping (Part 2) - From Mapping to Action" was published on December 27, 2025 and runs 17 minutes.

December 27, 2025 ·17m · Make Your Brand Legendary with Swoz Consulting

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Episode Description

You mapped out your customer journey. But now what?

Scott and Matt pick up where they left off, digging into what you actually do with all those post-it notes stuck to the wall. The goal is finding the friction points, gaps, and missed opportunities quietly killing your customer experience.

Real examples:

A luxury installer who disappeared for 8 weeks between order and delivery (customers kept calling to make sure their order was still happening).
A company that realized their retiree customers wanted to hang out and chat, while their "go-getter" customers literally asked "do I have to be here for this?" Same product, totally different needs.

Most gaps aren't about having a bad product...they're about the "curse of knowledge." Turn your insights into tangible action items with today's episode.

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P.S.: If you're ready to take your learning to the next level, beyond what we can cover in this podcast, then Legendary Brands Academy was made with you in mind. The online program will show you exactly how to transform your brand into a game-changer in your industry. No more wishing things could be different -- no more theorizing without action -- no more saying "that's for other brands, but not for me." With Legendary Brands Academy, everything is designed for you to take action and see transformation in real-time. You'll learn the step-by-step systems you can begin to implement today. So if you're ready to see real change, real results, and real Raving Fans for your brand, then you can check out Legendary Brands Academy here: www.LegendaryBrandsAcademy.com

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