Experience Labs
Your marketing makes a promise.
Your customer experience
has to keep it.
Most companies treat pre-sale and post-sale as separate problems owned by separate teams. They're not. They're two interlocking pieces of the same journey, and when they don't align, customers notice, churn faster, and tell people.
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The Problem
Your customers made up their mind before you knew they existed.
By the time someone fills out a form or books a demo, they've already been on a journey. They've felt the problem, researched it, compared their options, and formed opinions about who they trust. For most companies, that entire process is invisible.
So they build personas from the customers they can see, the ones who already found them, and miss everything that happened before. The messaging lands wrong. The content reaches the wrong people at the wrong moment. Sales blames marketing. Marketing blames the leads. And nobody questions the foundation.
Experience Labs fixes the foundation.
What We Do
Build your marketing on a validated picture of who your best customers are and how they buy.
Imagine the growth potential if you could speak directly to your ideal clients with your marketing message and then effortlessly understand their needs post-contact.
Pre-Contact Journey Mapping
Know exactly who your best-fit customers are, what triggers them to start looking, and where your marketing needs to show up before a competitor occupies that space. A validated ICP and channel strategy built on research, not internal assumptions.
Learn more →Buyer Personas That Reflect Reality
Personas built around how your customer actually experiences their problem: the trigger that made it urgent, the language they used to describe it, the alternatives they considered before choosing you.
Learn more →Post-Contact Journey Mapping
Find the friction that's silently eroding retention before it shows up in your churn data. A research-led map of what customers actually experience after they sign, and a clear path to reducing churn and growing lifetime value.
Learn more →What Clients Say
"Our team really appreciated Ryan's thorough, creative approach to growth strategy, his easy-going manner and accessibility, his expertise in all things digital, and his patience and aptitude when explaining complicated concepts. It was a pleasure working with him and we look forward to building on his valuable insights and strategic recommendations."
Jim Tincher, CCXP
CEO, Heart of the Customer
The Team
Two practitioners.
The full journey.
Ryan Baker
Pre-Contact Journey Mapping
Ryan developed the Market Journey Path, a framework for understanding how customers move from unawareness through purchase decision. He applies it through customer research, ICP development, and pre-contact journey mapping for B2B marketing teams who are tired of guessing who they're talking to and why their messaging isn't landing.
Michael Bartlett
CCXP · Post-Contact Experience Design
Michael is a Certified Customer Experience Professional with over a decade designing systems that turn customers into advocates. As co-founder of SYFRR and former Director of Experience Innovation at JMARK, he brings the post-contact side of the journey: onboarding, retention, loyalty, and the moments that determine whether a customer stays or leaves.
Ready to see the whole picture?
Book a 30-minute call. We'll identify where your current picture of the customer journey is incomplete, whether this engagement is the right fit, and what the process would look like for your specific situation.
Book a Discovery Call