Each stage of your customers journey with you provides an opportunity to build your connection with them. You can take them on the journey from awareness to advocate, or you can let them slip through the cracks by ignoring key holes in their journey with you. Taking the time to map out your customer journey will highlight opportunities to enhance your customers experience and make sure you are reflecting your brand values at each stage. It also highlights any areas that need improvement. It forces you to look at your business from your customers perspective and take into their account their needs and frustrations. Part of this process can involve designing a mystery shopping experience that bridges all the different stages of a customers experience with your company and then working with you to implement this feedback into your customer experience.
Customer journey mapping and optimisation