CUSTOMER EXPERIENCE
See Your Business Through Your Customer's Eyes, Step by Step
You know your business from the inside. Your customer sees something different: a Google result, a call that went to voicemail, a quote that arrived late, a delivery update they had to ask for. Problems often live in the gaps between your teams, which is why nobody notices them.
Customer journey mapping puts those gaps on one page. We follow a real customer from first contact to repeat purchase, speak to your staff and, where possible, a few customers, and mark each moment as helpful, neutral or frustrating. Then we rank the fixes by effort and impact so you know where to begin.
Discuss your business ↗WHAT WE DO
Practical support,
step by step.
- 01Pick two or three customer types and agree which journey to map first
- 02List every touchpoint, such as enquiry, quote, payment, delivery, installation and after-sales support
- 03Interview staff from sales, operations and support about where customers get stuck
- 04Speak to a small number of customers, or review their messages and complaints, to check our assumptions
- 05Mark each step with what the customer feels, what they need and who in your team owns it
- 06Find handoffs where information is lost between people or departments
- 07Spot quick fixes, such as a clearer message or a status update, alongside larger changes
- 08Prioritise improvements by effort, cost and likely benefit to the customer
WHAT YOU RECEIVE
Outputs you
can use.
- A visual customer journey map for each chosen customer type
- A list of pain points with the evidence behind each one
- A prioritised improvement list with suggested owners
- A short briefing deck or session to walk your team through the findings
- A simple tracker to follow each improvement through to completion
Final deliverables depend on the agreed scope.
WHO THIS IS FOR
Owners who sense customers are losing patience somewhere between enquiry and delivery, but cannot say exactly where. Useful for service businesses, retailers, clinics, schools and B2B firms alike.
LET’S MOVE YOUR BUSINESS FORWARD
