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In this video, Jamal explains how to transform leads from strangers into loyal customers through customer journey mapping. He emphasizes that if potential customers aren't willing to engage with your business, it risks failure. Viewers are encouraged to download free customer journey templates from HubSpot linked in the description. Jamal describes the customer journey map as a visual representation of a customer’s experience with a company, offering insights into their needs and concerns that influence their decisions. He compares it to HubSpot's flywheel model but presented as a step-by-step map, which serves as a guide for understanding and enhancing the customer experience.
