In the final video of the Customer Mastery series, Jermaine Edwards introduces the FL Map, a four‑level communication framework that he expresses as two simple equations. The first equation combines Level 1 (extrinsic) Expectation with Level 3 (intrinsic) Vision to produce Engagement, explaining that clear expectations tied to a future‑focused vision motivate teams and customers. The second equation pairs Level 2 (extrinsic) Execution with Level 4 (intrinsic) Mission to generate Empowerment, showing that linking the how of work with its why and the purpose of each team member creates a sense of ownership. Edwards emphasizes that repeatedly embedding these equations into conversations—using a downloadable workbook to design and practice the communication experience—leads to more confident, result‑driven interactions with both internal teams and external customers. He closes with a call to comment, subscribe, and download the workbook.
Chapters
Hey, it's Jermaine Edwards, your customer growth guide. If you're new, welcome. If you're old, welcome back to the fold. This is the last video of the 4 levels of communication videos in the Customer Mastery series. In this video, we're going to talk about the FL Map, the 4 levels map. If you haven't seen video 1 or 2, then go and listen and watch those videos because otherwise this video won't make any sense to you. So go and do that and then come back and we'll get started. So let's think about the FL Map, the 4 Levels Map. Now, within this, I've designed a framework here, a way of thinking about communication in an equation, because I want you to see the output, the direct output that this intentional way of communicating gives to leaders who are willing to do the work, who are willing to think about their communication differently, both for their teams and with their customers. So let's look at equation number 1. This is E1 I3 EG. Now, in the first video, we talked about extrinsic communication, the first level being expectation. The other video, intrinsic communication level 3, being vision. So expectation plus vision equals engagement. So when we think about engagement with our teams, what is it really designed in? What does it really encompass? What encompasses clear expectation, what people are doing, and a clear vision, where are we actually going? So when we tie these communications together consistently, we get greater engagement. Why? Because people now know, and can attach their activity to an outcome. It's touching to a future-based cause they're now moving towards. And if we can do that, it will ensure that our teams and our customers, when they think about the activity, don't just think about them as a dry set of activities that I have to go and do. They'll see it as something more motivating because it's tied to a specific outcome. We know what the journey is. We know where we're going with this specific activity. So they won't be threatened by being held accountable or the measures that come with expectation. They'll be more engaged because they know where we're going. The second, I guess, equation you can call it again, is E2 I4 EP. Now again, first video, this execution piece here plus mission equals empowerment. So execution plus mission equals empowerment. So two different levels of communication, Level 2 and Level 4 communication, when put together, give you an empowered team, an empowered customer. Why? Because as we think about the how we do something, we're also thinking about the why we're doing that activity, and also importantly, who's on the team and why they matter to helping us and us helping them achieve the results that they want that move us towards the overall connected outcome. So execution plus mission equals empowerment. And the more we repeat these conversations, the more we embed them, the more we make them really part of our vernacular, part of everything that we say and do, the more of these outputs we get. This is why I want it as an equation so you could see what the output is of the intention that you put into your communication. So all of this is actually inside the workbook, and you can design the communication experience that you want simply by thinking about what areas and what levels of communication you want to embed into your conversation. You want greater engagement, you want people to feel more empowered, then hey, use the equation, build this into your conversations so you can be more equipped and more confident to get the results that you want. Both for yourself, for your teams, and for your customers. So really hope you've enjoyed the videos around the 4 levels of communication. I'd encourage you definitely to comment, subscribe, and if you haven't already, download the workbook so you can start the activities and start to get results in every aspect of your communication.
