Explore how to manage the customer experience by identifying key touchpoints, resolving pain points, and delivering consistent value across the journey. This episode defines customer experience as the sum of all interactions with a brand, shaped by functionality, psychological response, and emotional impact. It introduces the customer journey map to visualize stages from need recognition to post-purchase behavior, highlighting the “moments of truth” that influence satisfaction and loyalty. You'll learn how to spot and fix negative friction points, optimize resource allocation, and create high-impact touchpoints that leave a lasting impression and drive competitive advantage. 

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