AI Is Rewriting How Customers Choose Your Business

AI is reshaping the customer journey by changing how buyers find, evaluate, trust, and select businesses before making direct contact. John Jantsch and Sara Nay explain how small businesses can adapt the Marketing Hourglass for AI search, improve their visibility in tools such as ChatGPT, and identify gaps across the know, like, trust, try, buy, repeat, and refer stages.

We talk AI search optimization, customer reviews, thought leadership, homepage content, authentic brand stories, onboarding, retention, and referral systems. Discover how to map your current customer journey and create a stronger marketing experience that turns visibility into trust, sales, repeat business, and referrals.

00:00 Introduction
01:43 How AI Changes the Sales Conversation
03:33 How AI Rewired the Buyer Journey
06:12 Make Your Homepage AI-Ready
08:53 See How AI Describes Your Business
11:03 Why Human Proof Wins in the AI Era
12:43 How to Build Trust in the Age of AI
15:08 Why Referrals Are Your Best Leads
17:40 Find the Leaks in Your Customer Journey

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