Watch Out For Holes!

The journey a customer takes from first hearing about you, to trusting you is rarely brief. It’s easy for customers to fall through the cracks along the way, they might lose interest, get frustrated, or perhaps someone else snaps them up along the way.

One useful way to make your customers’ journey as smooth and predictable as possible is to map out all the points where they and you come into contact. You then need to take action and fill any identified holes and improve weak areas. Simple? No, but the payback from getting this right makes it well worthwhile.