Every Step
Is An Experience.
Turn every touchpoint into a moment they remember – and talk about.
Your customers aren’t navigating departments or channels – they’re experience a story. Every interaction is a chapter, a chance for loyalty to grow or drift away. The moments that matter most? They’re often hidden between what’s intended and what’s actually felt. Gaps can show up between what’s promised and what’s received, decreasing trust with every step. Invisible friction becomes a missed opportunity. The path to purchase isn’t straight, it’s as human as the people behind every click and conversation. Because people don’t follow processes, they follow emotions. Mapping the journey isn’t just theory - it’s how you meet your customers where it matters most.
Frequently Asked Questions
1. What is customer journey mapping and why do I need it?
Customer journey mapping is the process of visualizing the complete path customers take when interacting with your brand, from awareness to advocacy. It’s critical because it helps identify pain points, optimize touchpoints, and improve customer satisfaction. Companies using journey mapping see significant improvements in conversion rates and customer retention.
2. How can customer journey mapping help me understand the main steps my customers take?
Customer journey mapping reveals the typical path customers follow when interacting with your business. Most customers move through these basic stages:
1) They have a problem and start looking for solutions (Problem)
2) They discover your business (Awareness)
3) They think about whether to buy from you (Consideration)
4) They decide to purchase (Decision)
5) They use your product or service (Experience)
6) They either come back or tell others about you (Loyalty).
While not everyone follows every step, mapping these stages gives you a framework to understand customer behavior and identify opportunities for improvement at each touchpoint.
3. How do I figure out all the places customers interact with my business?
These interaction points are called “touchpoints.” Think about everywhere customers might encounter your business: your website, social media, phone calls, emails, your physical store, online reviews, word-of-mouth referrals, and even your packaging. Make a list by putting yourself in your customer’s shoes and thinking “Where might I come across this business?” Include everything, no matter how small.
4. How can I make my customer journey smoother without spending a lot of money?
Focus on free fixes first: make sure your website clearly explains what you do, respond to inquiries quickly, simplify your ordering process by removing unnecessary steps, write clearer instructions or FAQs, and follow up after sales to make sure customers are happy. Often the biggest improvements come from just being more organized and responsive, not from expensive technology.
5. Can customer journey mapping help me figure out why I'm losing customers?
Absolutely – our customer journey mapping process reveals exactly where customers drop off or encounter friction in their experience with your business. Whether prospects visit your website but abandon purchases, or customers buy once but never return, our systematic mapping methodology pinpoints the precise moments where things go wrong – from confusing checkout processes and unclear pricing to poor customer service touchpoints. Bradbury’s team combines data analysis with customer research to create detailed journey maps that not only identify problem areas but also prioritize which fixes will have the greatest impact on customer retention and revenue growth.