In this week’s Good Masterclass, I unpack one of the most powerful (yet underutilized) tools in the entire Force for Good System™: the 17-Step Customer Journey.

Most founders assume their customer’s journey is obvious. But when you actually map it—moment by moment—you start to see exactly where trust is built… or broken.

This episode will show you how to stop guessing and start designing a customer experience that drives loyalty, referrals, and scale.

Whether you’re trying to increase retention, clarify your messaging, or make your company feel more human—this is where you start.

Key Takeaways:

• You’re not selling a product—you’re guiding an experience. Every customer journey tells a story. The question is: are you the guide they trust?
• Breakdowns in retention, referrals, and revenue often stem from invisible gaps. Most happen long before the sale—or right after.
• Every department in your company is part of the customer journey. This tool isn’t just for marketing—it’s for operations, product, and service too.
• Trust isn’t built at once—it’s built in 17 small steps. And the businesses that scale are the ones that obsess over those moments.

1.Why do we lose great leads after strong first impressions?

2.How can I build more trust without spending more on marketing?

3.What’s the real reason people buy—and stay?

4.How do I get my team aligned on what matters most to the customer?

5.Where should I focus if I want more referrals and loyalty?

Closing Thoughts:

very visionary founder wants to grow with purpose and integrity. But if your customer journey is fragmented, unclear, or reactive—you’ll always be chasing momentum instead of creating it.

This isn’t about perfection. It’s about presence. It’s about walking through your business through your customer’s eyes, moment by moment, and asking:

“What does she feel right here?”

When you do that—everything changes. Trust deepens. Growth accelerates. And your company becomes the one your customer never stops talking about.

This episode part of the Force for Good Tool of the Week Series! Each week we feature one of the 100+ Force for Good Tools.

**These tools are free this week at https://aforceforgood.biz/weekly-tool/ **

*** The Full FFG Toolkit is available with A Force for Good, the Book: https://aforceforgood.biz/book/***

****Have questions on how to pioneer your 100 Year impact plan? Schedule time with Coco: https://calendly.com/coco-sellman/zoom-office-hours-clone ****

Follow the Force for Good Business show to install the unique system of perpetual growth into your company.

YouTube: https://tinyurl.com/3a7db9mr

Spotify: https://tinyurl.com/3p39vmxs

Amazon Prime: https://tinyurl.com/ervv49w9

Apple Podcasts: https://tinyurl.com/3atvj5tj

RSS Feed: https://tinyurl.com/csw248tw

Coco Sellman, the host of the Force for Good Business Show, believes business is a force for good, especially with visionary women at the helm. With over 25 years of entrepreneurial experience, she has launched five companies and guided over 500 startups. As Founder & CEO of A Force for Good, Coco supports purpose-driven women founders in unlocking exponential growth and prosperity. Her recent venture, Allumé Home Care, reached eight-figure revenues and seven-figure profits in just four years before a successful exit in 2024. A venture investor and board director, Coco’s upcoming book, *A Force for Good*, reveals a roadmap for women to lead high-impact, high-growth companies.

Learn more about A Force for Good:

Website: https://aforceforgood.biz/

Are Your GROWING or PLATEAUING? https://aforceforgood.biz/quiz/

1-Day Growth Plan: https://aforceforgood.biz/free-plan/

FFG Tool of the Week: https://aforceforgood.biz/weekly-tool/

The Book: https://aforceforgood.biz/book/

Growth Accelerator: https://aforceforgood.biz/accelerator/