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 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.----------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.