74. Where is your customer journey falling apart? Let’s diagnose…

<p><span style="background-color: transparent; color: rgb(0, 0, 0);">If your evergreen funnel isn't converting, your membership churn is creeping up, or you just have a nagging feeling something in your customer journey is off... this episode is going to help you start diagnosing the issue.</span></p><p><br></p><p><span style="background-color: transparent; color: rgb(0, 0, 0);">The tricky thing about a broken customer experience is that it rarely shows up as a complaint. People simply go quiet, unsubscribe, or cancel. And when you've built everything yourself, you're often too close to it to see where it's falling apart.</span></p><p><br></p><p><span style="background-color: transparent; color: rgb(0, 0, 0);">Today I'm walking you through a practical starting point for diagnosing your customer journey and finding what I call the moment that matters.</span></p><p><br></p><p><strong style="background-color: transparent; color: rgb(0, 0, 0);">What we cover:</strong></p><ul><li><span style="background-color: transparent;">What a customer journey is and why it's so hard to diagnose from the inside</span></li><li><span style="background-color: transparent;">The moment that matters and what it means for whether someone stays or disengages</span></li><li><span style="background-color: transparent;">Why dissatisfaction almost never shows up as a complaint (and what to look for instead)</span></li><li><span style="background-color: transparent;">How to map your customer journey by phase and spot the blind spots</span></li><li><span style="background-color: transparent;">The two questions to ask yourself when you're looking for where things go wrong</span></li><li><span style="background-color: transparent;">Why talking to your people is still the most underrated research tool you have</span></li></ul><p><br></p><p><strong style="color: rgb(0, 0, 0); background-color: transparent;">View the episode transcript </strong><a href="https://link.candocontent.com/74" rel="noopener noreferrer" target="_blank" style="color: rgb(17, 85, 204); background-color: transparent;"><strong>here</strong></a><strong style="color: rgb(0, 0, 0); background-color: transparent;">.</strong></p><p></p><p><strong style="background-color: transparent; color: rgb(0, 0, 0);">Where to from here?</strong></p><p><br></p><p>Grab the 2026 State of the Customer Report FREE <a href="https://candocontent.com/state-of-the-customer-report" rel="noopener noreferrer" target="_blank">right here</a>.</p><p>Generate 10 tailored-to-you survey questions FREE <a href="https://candocontent.com/survey-questions" rel="noopener noreferrer" target="_blank">right here</a>.</p><p><br></p><p><strong style="color: rgb(0, 0, 0); background-color: transparent;">Join Retention Lab</strong><strong>🧪</strong><strong style="color: rgb(0, 0, 0); background-color: transparent;">, </strong><span style="color: rgb(0, 0, 0); background-color: transparent;">the community to help you b</span>uild a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month<span style="color: rgb(0, 0, 0); background-color: transparent;">.&nbsp;</span><a href="https://link.candocontent.com/community" rel="noopener noreferrer" target="_blank" style="color: rgb(17, 85, 204);">Join here!</a></p><p><br></p><p><span style="background-color: transparent; color: rgb(0, 0, 0);">Find out how you can get my strategic customer experience brain on your brand </span><a href="https://link.candocontent.com/website" rel="noopener noreferrer" target="_blank" style="color: rgb(17, 85, 204);">here</a><span style="color: rgb(0, 0, 0); background-color: transparent;">.</span></p><p><br></p><p>Check out my favourite CX tools and resources <a href="https://candocontent.com/mastering-cx-resources" rel="noopener noreferrer" target="_blank">here</a>.</p><p><br></p><p><strong style="background-color: transparent; color: rgb(0, 0, 0);">😍 Love the