Watch all five customer journey stages walked in order, from the zero moment of truth to advocacy, with the empathy move that decides each one.
Want the customer journey stages explained by people who run them for a living? Watch Stephen Sakach, Tullio Siragusa, and Ash Maher walk awareness, consideration, purchase, experience, and advocacy in order, with the moment of truth that sits inside each one.
Along the way: why a tow truck call and an 800-touchpoint car purchase are the same journey at different speeds, how design thinking adds curiosity at the front and continuous improvement at the end, and the hospital example that shows what empathy is actually worth at the point of decision.
Stay for the last ten minutes, where the hosts flip the entire journey inward and use it to win internal buy-in from a team instead of customers.
Listen to the full episode: https://www.theblisspodcast.com/empathy-journey/.