Crack The Customer Code

Live from the National Speakers Association’s Influence 2018 conference, Adam and Jeannie take the mic (and camera!) to make 2 strong cases for mapping your customer’s journey more thoroughly. Your customer’s journey is not what you think it is Too often, brands elect not to map the entire customer journey because they think they know all about what happens. Unfortunately, this sense of understanding is typically based on assumptions around the ideal journey, not the actual experience. As a result, customers experience unnecessary friction, frustration, and broken promises. “If someone makes me a promise…then I should be able to rely on that.” -Jeannie Walters We have 2 cases in point: While in Dallas, TX for the National Speakers Association (NSA) Influence 2018 conference, Adam and Jeannie noticed a few hiccups in their own journeys as customers. So they put on their customer experience hats to show you what can go wrong when your customer journey is viewed only from the inside out. “We’re using