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Design customer moments people actually remember

Most companies focus on getting customers — but very few intentionally design the experience customers have along the way.

This module helps you map the customer journey and identify small, practical moments that reduce friction, build trust, and make people genuinely remember working with you.

It can be used on its own, or as part of the Growth Decisions Canvas — a system that helps growth companies make clearer, more profitable decisions.

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Example output

• After a founder finishes their first module, we send a personalized Loom video reviewing their answers and pointing out one blind spot they may be missing.
• When a company completes their full strategy canvas, we mail them a printed version for their office so the strategy becomes visible to the entire team.

https://canvas.fractional.partners/Example-Fractional-Partners-Growth-Decisions-Canvas-363ea931bcf380ac8cc8d4a6dbacfa51

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1. Map the customer journey

Identify the major stages your customer moves through before, during, and after working with you.

Stage:

Stage:

Stage:

Section Instructions:

Map the customer journey from the moment the problem appears through long-term usage and retention.

For each stage:

• describe what’s happening

• identify what the customer is likely feeling

• brainstorm actions that would reduce friction, create trust, or make the experience surprisingly valuable

• Examples

Step 2: Find the best WOW moments

Select the strongest moments from the journey above and turn them into repeatable customer experience actions.

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Strongest Actions:

[Copy-paste here ↓]

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• AI Suggestions

When a customer is in [stage], we [action] to [customer outcome].”

Step 3: Add your customer journey moments to the Canvas

Pick the final version you want to use as your answer on the Growth Decisions Canvas.

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