Why Your Customer Journey Is Now Your Product
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Why Your Customer Journey Is Now Your Product
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We’ve all talked about customer experience. But this episode goes a step deeper. What if the journey itself is the product?
In this episode, I unpack one of the most practical strategy shifts from the HBR article Competing on Customer Journeys. It’s not about chasing customers anymore. It’s about designing a path so smooth, so useful, that they never look elsewhere. We break down how companies like Sungevity and L’Oréal turned the journey into a competitive moat—using automation, real-time data, contextual nudges, and constant innovation.
This isn’t theory. It’s what companies need to build if they want to stay relevant. And it’s not just marketing’s job. Product heads, ops leads, and even CFOs need to start thinking of the journey as something they manage, improve, and invest in—like any high-impact asset.
If you’re serious about competing in a digital-first world, this episode is worth your time. Because once the journey is right, everything else becomes easier.