Make Your Brand Legendary with Swoz Consulting

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

17min | 12/27/2025

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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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.

About Make Your Brand Legendary with Swoz Consulting

YOUR brand can be legendary. No matter if you think your brand is too small, too niche, or too ordinary, any brand can become legendary if you apply the right strategies and systems. Join Scott Wozniak and Caitlin Johnson of Swoz Consulting, on a journey of discovery. With over 20 years of hands-on experience in creating and maintaining legendary brands, they have the proven knowledge you need to take your brand from ordinary to extraordinary. Every episode has fresh insight from leaders in the trenches, sharing practical strategies that you can implement today, and stories of incredible brand transformations. With these tools, you can make your brand legendary, too.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

About Make Your Brand Legendary with Swoz Consulting

YOUR brand can be legendary. No matter if you think your brand is too small, too niche, or too ordinary, any brand can become legendary if you apply the right strategies and systems. Join Scott Wozniak and Caitlin Johnson of Swoz Consulting, on a journey of discovery. With over 20 years of hands-on experience in creating and maintaining legendary brands, they have the proven knowledge you need to take your brand from ordinary to extraordinary. Every episode has fresh insight from leaders in the trenches, sharing practical strategies that you can implement today, and stories of incredible brand transformations. With these tools, you can make your brand legendary, too.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

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.

----------

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.

About Make Your Brand Legendary with Swoz Consulting

YOUR brand can be legendary. No matter if you think your brand is too small, too niche, or too ordinary, any brand can become legendary if you apply the right strategies and systems. Join Scott Wozniak and Caitlin Johnson of Swoz Consulting, on a journey of discovery. With over 20 years of hands-on experience in creating and maintaining legendary brands, they have the proven knowledge you need to take your brand from ordinary to extraordinary. Every episode has fresh insight from leaders in the trenches, sharing practical strategies that you can implement today, and stories of incredible brand transformations. With these tools, you can make your brand legendary, too.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

About Make Your Brand Legendary with Swoz Consulting

YOUR brand can be legendary. No matter if you think your brand is too small, too niche, or too ordinary, any brand can become legendary if you apply the right strategies and systems. Join Scott Wozniak and Caitlin Johnson of Swoz Consulting, on a journey of discovery. With over 20 years of hands-on experience in creating and maintaining legendary brands, they have the proven knowledge you need to take your brand from ordinary to extraordinary. Every episode has fresh insight from leaders in the trenches, sharing practical strategies that you can implement today, and stories of incredible brand transformations. With these tools, you can make your brand legendary, too.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

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