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Scott and Matt discuss relaunching their online program - and the important lessons about Customer Insight and Personalized Service they learned and applied through this process. High-end consulting serves one type of client, but the online program had to be tailored to people in different situati…
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 …
When a third party shows up, everyone sits up straighter. In today's episode, Scott and Caitlin dive into the psychology behind why outside perspective is so powerful in assessments. And there's a surprising part to all of this -- while teams easily spot their weaknesses, they're often blind to th…
Season 2 kicks off with a new co-host! Scott welcomes Matt Sprague (Swoz Consulting's COO) as Caitlin pursues an exciting international opportunity. In this episode, we're jumping straight into Customer Journey Mapping: what it actually is, why it matters -- and how to do it without making your tea…
Paunawa: Ang podcast at artwork na naka-embed sa page na ito ay mula sa Swoz Consulting, na pag-aari ng may-ari nito at hindi kaakibat o ineendorso ng Listen Notes, Inc.