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Customer Journey

By Helen McMillan

Learn how to walk in your customers shoes as they engage with your business.

Helen McMillan

Helen McMillan

Executive Business Consultant
Customer Journey Mapping

Starting the Journey

Assessing your customers’ journey means looking at the end to end touchpoints – that’s every time a customer interacts with you. Three distinct pillars of activity are undertaken:

The first pillar looks at the pre-sale activity, and this provides a real sense of where potential clients are lost and where existing ones feel dissatisfied at the start of their relationship.

This gives a valuable assessment of behaviours before a potential lead becomes a customer, and assesses the efficiency of operations, the level and quality of information and advice given, and the customer satisfaction throughout the whole pre-sales process.