Integrating the Dual Customer Journey

Today we’re diving deep into the dual nature of the customer journey: the one you think your customers are taking and the real one they’re experiencing. I break down why understanding both the emotional and logical sides of your customer journey is a game-changer and share the common mistakes that can leave your customers feeling frustrated or disconnected. From onboarding tips to keeping your messaging consistent, this conversation is packed with practical steps to help you create an unforgettable customer experience.

We’ll talk about why it’s important to see things from your customer’s perspective, how to avoid drowning them in information, and why building strong relationships always trumps algorithms. 

So tune in to learn how to:

• Recognize that there are two customer journeys: what you think and what they actually experience.
• Prioritize emotional and relational journeys for customer success.
• Understand the customer’s perspective for better engagement.
• Avoid common pitfalls like creating doubt or overloading the journey.
• Focus on building relationships over relying on algorithms.

And hey, let’s stay connected—find me on Instagram @itsgeorgebryant and keep the conversation going.

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We weren’t meant to do this alone… Whether it be business, relationships, or life. This is why this is an invitation for you…to join us inside the Relationships Beat Algorithms Alliance!!!

Click here for a summary of the Alliance because if you're coming here into the show notes, there's a good chance you already know! ;)

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We’ve made it easy to see George’s top 10 book recommendations! Click here to find George’s top 10 recommended books for mindset, customer journey, and relationships. 

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Questions or comments about the episode? I’d love to hear from you! Send me a DM over on Instagram @itsgeorgebryant or pop on over to our free Facebook community, Relationship Beat Algorithms. 

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Links not showing? Hop on over to our podcast blog, mindofgeorge.com/podcast for all the links from the show notes.

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What do we talk about in this episode?

00:38 Understanding Customer Journeys
01:05 Case Studies: Real-World Examples
01:52 The Emotional and Logical Paths
02:36 Common Mistakes in Customer Journeys
03:43 Physical Products Brand Case Study
05:56 Coaching and Consulting Case Study
07:04 The Importance of Consumer Experience
07:32 Three Core Mistakes in Customer Journeys
07:50 The Zone of Doubt
08:05 The Inverse Journey
08:29 The Drown the Journey
11:46 Ensuring Consistency and Congruency
17:48 Steps to Improve Customer Journeys