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The Mind Of George Show
3 Customer Journey Mistakes to Avoid
Apr 29, 2024
Learn about the 3 biggest mistakes in the customer journey, focusing on creating trust and security. Discover how to combat the zone of doubt, prioritize customer needs, and simplify tasks to ensure customer success. Join the Relationships Beat Algorithms Alliance for support and explore the transformative power of 'Stillness Is the Key' by Ryan Holiday.
21:20
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Quick takeaways
- Avoid the Zone of Doubt by fulfilling commitments promptly and building trust with customers post-decision.
- Avoid the Inverse Journey by prioritizing customer needs over self-promotion, forming relatable connections that drive success.
Deep dives
Zone of Doubt: The Commitment Remorse Zone
The first critical mistake in the customer journey is the Zone of Doubt, also known as the commitment remorse zone. This zone occurs between the initial decision point and the fulfillment of that commitment. When customers are left hanging or feeling unfulfilled post-decision, their trust erodes, leading to doubts and anxiety. Examples include unmet promises like delayed responses to comments or unfulfilled expectations after purchases, creating a critical lens on the provider.
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