In this Grow, Scale, Master episode, Kon Stathopoulos and Josh Phegan look at the power of the moments that matter. They look at driving new customer experiences, mapping out happy and sad customer moments, reducing friction, removing what customers no longer find valuable whilst leaning into what they do value, and creating more human micro-moments.

They talk about scaling thinking across your service lines and geographic locations, and the 14 times rule of repetition. Josh and Kon describe the 'name the strategy' exercise, and they discuss their views around what people will do to chase a $50 annual recurring transaction.