Why You Are Losing Customers Without Even Knowing It

In this podcast episode, Tiago interviews Hayden Miyamoto about a six-stage framework for understanding customer experience and improving business outcomes. They discuss the importance of splitting marketing into "market to lead" and "lead to sale," and delivery into "delivery" and "success." Hayden introduces the "five R's of customer success" (results, retention, reviews, referrals, and resale) and emphasizes the need to map the customer journey, assign responsibility for customer success, and use AI to streamline the process. The conversation highlights how focusing on customer success can create a content flywheel, drive referrals and resales, and ultimately lead to business growth and freedom for the entrepreneur. Tiago also provides an implementation timeline for businesses to adopt this framework, including customer journey mapping, auditing processes, and assigning responsibilities.