Every customer is on a journey, but most businesses never stop to see it.
In this episode, Jaime Solis and Jonathan Sasse explore why the customer journey is one of the most misunderstood parts of business. It’s not a map. It’s not a template. And it’s definitely not a funnel. The journey is the lived experience a customer has from the moment they discover your brand to the moment they stay, leave, buy again, or walk away forever.
They unpack the difference between price and value, how broken promises create churn, and why over-investing in the top of the funnel often hides deeper problems. Using a real case from the lawn care industry, they show how teams can misdiagnose a pricing issue when the real problem is an experience problem: missed expectations, hidden friction, and unkept promises that erode trust long before the customer quits.
You’ll hear how to spot weak links in your journey, how to design meaningful micro-interactions, and why the business you think you’re in might not be the business you’re actually running. The customer journey becomes the bridge between what the customer values and what the business needs—and when leaders understand that bridge, they stop managing transactions and start designing experiences.
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🎧 Listen and subscribe: Slackers Pod Homepage
💼 Connect with Jonathan and Jaime:
We want to hear from you!
🤔 Do you have a question you'd love to ask us, or a topic you think we should dive into on the show? You can leave us a voice message right here!
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The Slackers Podcast is produced by Jaime Solis and Jonathan Sasse.
Audio production by Stephen Kallao.
Cover art by Jonathan Sasse
Connect with the Hosts
🎙️ Jonathan Sasse — Chief Strategy Officer and executive advisor.
🔗 Connect on LinkedIn · Forbes Communication Council
🎙️ Jaime Solis — Music & Media executive, strategist, and creator of theRed Threads newsletter.
🔗 LinkedIn | Newsletter | Website
📱 Social: Instagram · Threads · LinkedIn
We want to hear from you!
🤔 Do you have a question you'd love to ask us, or a topic you think we should dive into on the show? You can leave us a voice message right here!
Thanks for listening!
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