Lacey Pease

And there's this handy mantra that we think about, which is promise, proof, and then like delivery, right?

Like that I actually deliver on this thing that I promised, right?

And the promise would be like if we think about a YouTube experience, right?

I'm on YouTube.

I see the title of the episode.

I see the thumbnail.

And that creates this promise of what I'm going to learn.

I click in and I want proof within the first 30 seconds that I'm going to get whatever I thought, right?

And then the actual rest of the episode or piece of content that you're consuming hopefully delivers on that.

And if any three of those things misalign, then now you've lost a customer or a consumer or a viewer for life, right?

Because they're not going to trust that you're going to actually deliver on the thing that you promised.

So how does the role of the actual whole customer journey sort of mirror that?

Right.

If you think about marketing, like marketing sort of makes a promise or sales makes a promise.

And then the actual delivery of that, whatever experience it is, product service, maybe it misaligns with that initial promise that that person had.

Like, how do I think about this actual customer journey sort of mapping in that way?

Absolutely.

that makes total sense.

And when I think about to the, like, especially bigger businesses, when we really get into this idea of like siloing information, right?

So like marketing's over here, sales over here, product is over here.