This is an adapted version of a post I originally published on Make It Memorable, written for small business owners who are adding tools, emails, schedulers, forms, or follow-up systems before checking whether the customer journey is actually clear. A fork in the road is one thing. At least then, you know there are two choices. You can go left or right. You may still need to decide, but the options are clear enough to understand. But a five-point intersection with the traffic signals out is a...

Automation Won’t Fix a Confusing Customer Journey

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