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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