Jan 30, 2026
Customer experience doesn’t happen by accident. It’s designed. In this episode, I sit down with Kristen Kiley from Leanscaper to break down how to intentionally map the customer experience from first contact through long-term retention.
Recorded at Leanscaper, we walk through the key customer touchpoints most contractors overlook, how small gaps create big problems, and how designing the journey on purpose leads to better retention, referrals, and long-term growth.
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