customer journey – Giselle Hudson

Get Clarity before the Fix

When the way forward keeps leading you backward

I help business owners and leaders understand why problems
keep returning, solutions fall short and implementation stalls,
before they invest more in the wrong fix.

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Tag: customer journey

Your clients should never feel your org chart

Today’s Strategic Alignment Journal post in two sentences: Your org chart may make perfect sense inside your organization, but your clients should never have to experience its boundaries. Sometimes the weakness in the client experience is not at any individual touchpoint, but in how the client is handed from one person or department to another.…

Giselle

September 23, 2026

Strategic Sensemaking, Systems, Structure & Relevance

Client experience, client relationships, continuity, customer experience, customer journey, handovers, Organizational Alignment, organizational structure, service design, systems thinking
How one Restaurateur took Making a Reservation & Transformed it into a Unique Experience

I first came across Erin French in an episode of Be My Guest with Ina Garten, and what stayed with me wasn’t just the food or even the setting, but the way Ina Garten spoke about Erin’s restaurant. Almost like it existed slightly outside of the usual restaurant world, tucked into a quiet town in…

Giselle

April 20, 2026

Strategic Sensemaking

brand strategy, business design, Client experience, customer journey, Decision-Making, Leadership Thinking, strategic alignment
Why Trust Is Assumed in Business – and Why It Probably Shouldn’t Be

I’ve observed many businesses over the years, assume that when dealing with customers, trust is inherent in everything. They behave as though trust automatically comes with the invoice number, the logo, the website, and the “About Us” page. Because trust is assumed, we never feel that we have to intentionally build it. Traditionally, the way…

Giselle

November 20, 2025

⚙️ Sensemaking in organizations

customer journey, earned trust, integrity, mar, marketing messages, promises, referrals, respect, transparency, trust
Best natural wig ever – does not look or feel wiggy

I’m not interested in the product but I was captivated by the presentation. Take a look here. It was so relatable, engaging and providing answers to questions that you already had in your head. Will it look like a wig? Can I wash it? Does it come in different colours? How functional is it –…

Giselle

February 5, 2022

Strategic Sensemaking

Baby Naps Custom Twisted Wigs, buying behaviours\, customer journey, making the sale, sales presentations
The fortune is in the follow-up

I love how words work together. The phrase jumped out at me, while reading a newsletter from Reuben Swartz. “It’s a truism for sales”, he said – the fortune is in the follow up. No lies there. Wouldn’t it be great if we just put out one ad, sent one email, made one phone call…

Giselle

February 2, 2022

Strategic Sensemaking

customer behaviour, customer journey, fortune is in the follow up, lead generation, nurturing relationships, recommendations, referral, website, white papers

Tag: customer journey

Your clients should never feel your org chart

How one Restaurateur took Making a Reservation & Transformed it into a Unique Experience

Why Trust Is Assumed in Business – and Why It Probably Shouldn’t Be

Best natural wig ever – does not look or feel wiggy

The fortune is in the follow-up