What is the definitive guide to mapping the customer journey according to Bill Carmody?

Know every stage: Discovery, consideration, purchase, delivery/experience, renewal/referral. Map what your ideal client is thinking, feeling, and doing at each point.

Start with Discovery: This is where they first find you. It is not about blasting your services; it is about deeply understanding their problems and showing up where they already are with what they actually need.

Define your role in each phase: For each stage, clarify:

1. What problem are they trying to solve?
2. What promise are you making?
3. What specific action do you want them to take?

Design touchpoints intentionally: Every email, post, talk, or call should move them one clear step forward in the journey, not try to leap from stranger to high-ticket client in a single jump.

Use it as a constant reminder: The map is there to remind you why you are doing what you are doing in each phase, so your marketing, sales, and delivery all feel coherent and in service to the client.