Episode overview
The customer journey isn't just marketing. Every stage, from awareness and inquiry to onboarding, delivery and retention, has a visible experience and invisible work behind it. In this lesson we map both layers with a simplified service blueprint, follow a fictional freelance designer, find the handoffs where journeys often break, and give every handoff an owner.
What you will learn
- Understand, through a simplified five-stage teaching framework, the operational work behind each stage of a customer's experience.
