The customer is everything, so creating a customer journey map is a no brainer.
As Sam Walton says, “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”
Customers are the center of your entire business model, which is what makes the flywheel framework so impactful. When you understand their journey, you can refine every aspect of your business around the customer experience at every touchpoint.
