Customer Journey Mapping and Optimisation
Customers drop off because the experience feels confusing or disconnected, while the business keeps investing in acquisition without examining the journey those customers are being sent into.
Customer experience problems live in the handovers. Where sales passes to onboarding, where onboarding passes to support, where accountability blurs and context gets lost. Customers feel every one of those gaps even when they can't name what went wrong.
How it works.
This is a strategic and practical review of the entire customer experience, from first awareness through to advocacy. I map the full journey, find where customers are getting lost, frustrated or unconvinced, and work with your teams to fix what needs fixing in a commercially sensible order.
Usually a handful of friction points are costing real conversion, trust and retention. Teams inside daily operations rarely see them. The work also finds the strengths: places where customers feel well served and the foundation for growth already exists.
Who it's for.
For businesses where acquisition keeps climbing but conversion or retention won't move, where customers go quiet after the sale, or where every team owns a piece of the journey and nobody owns the whole. When the work is done, the touchpoints tell one story, and your teams share clarity on who the customer is and where ownership sits.
What you get
Typical deliverables
- 01End-to-end customer journey map and customer personas
- 02Friction point and opportunity analysis
- 03Journey redesign framework prioritised by commercial impact
- 04Lifecycle strategy and funnel diagnostics
- 05CRM and automation recommendations
- 06Messaging frameworks and a measurement framework
Every engagement is shaped around the business. Scope, sequencing, and outputs are tailored before we start.
Ways of working
Working alongside other consultants and agencies
Happy to work alongside your existing agencies, consultants, or in-house specialists where it makes sense. That includes brand studios, performance agencies, CX consultants, research partners, or fractional finance and product leads. The work is designed to connect disciplines, not duplicate them. Where a specific capability sits outside my own, I can bring in trusted independent consultants from my network and lead the engagement myself.
Her strategic insight into what the customer experiences was profoundly valuable. She picked up blindspots we would never have seen and worked through them with us step by step.
How to start
The diagnostic
Take the Clarity Stack
Twelve questions across strategy, customer experience, AI readiness and collaboration, taking about 10 minutes. You get a scored snapshot of what's slowing your growth, and your answers become the working material for our first session.
The conversation
Book the working session
We'll spend 60 minutes on your business, working through your Clarity Stack answers together to identify where the gaps are. Within 48 hours I send you The Brief, an audit setting out the recommended priorities and a cost range for each, and it's yours whether we work together or not.