{"version":"1.2.0","chapters":[{"startTime":0,"endTime":132},{"startTime":132,"endTime":353,"title":"Defining customer journey and the Triangle of Poop"},{"startTime":353,"endTime":706,"title":"The Zone of Doubt: Why customers ghost you"},{"startTime":706,"endTime":1040,"title":"The Ego Journey: Speaking to yourself instead of them"},{"startTime":1040,"endTime":1715,"title":"The Fire Hose: How overwhelm kills retention"},{"startTime":1715,"endTime":1852,"title":"APPLE Framework introduction"},{"startTime":1852,"endTime":3003.297,"title":"Real-world case study: 3.5 to 15 months retention"}]}