Episode 203 with Brett Neller — What’s Your Customer Journey? (And Why You Should Care)

Kris welcomes Brett Neller, CEO of LineLeader by ChildcareCRM, to explore the real meaning of the customer journey in child care, and why it’s critical for sustainable growth. Brett shares insights from his professional evolution, including how dropping his kids off at care centers helped him deeply understand the needs of operators. He and Kris talk about enrollment challenges, operational bottlenecks, mapping a full customer journey, and how automation can power human connection, not replace it.

 

They also discuss fear-based leadership, what small businesses often get wrong in scaling, and why “state-of-the-art” doesn’t have to mean complicated. From CRM misconceptions to the power of unified data, Brett drops insight after insight on how to grow with intentionality, and why understanding your brand touchpoints matters now more than ever.

 

Key Takeaways:

[6:49] Brett shares how he got started at LineLeader in 2018 and how the mission of the early childhood industry drew him in. [9:30] Brett explains how their offering goes beyond a CRM. [10:20] What is the customer journey really, and how does understanding it boost your enrollment?