Customer Journey Improvement

Customer Journey Improvement Consultancy

If you’ve been running a business for a while, it doesn’t mean you will do everything the same way forever. As your business grows and changes - you need to stop and make some tweaks.

If your customer journey is pretty much the same as when you first started your business, the chances are it’s a bit stale and needs reviewing and refining.

I’m guessing that’s why you are here. You are looking for a business improvement consultant to help you.

Well, hello and a big friendly Yorkshire wave.

I’m not your typical “consultant”:

  • I’m not boring

  • I don’t wear suits

  • I don’t use a cookie-cutter framework (normally from a franchise)

  • And I don’t just bore you with theory - you need to do x (I explain, why it will help, and how to do it)

I know the what, why and how. I can tell you the theory and can do the hands-on work, too. Not many consultants have the practical implementation skills as well as the theory. That’s one of the things that makes me different.

I’d love to help you. I’ve 25 years of experience in many industries and can find ways to improve your business - easily and rapidly.

I bring fresh eyes to your business and show you the things you miss or can’t see because you are too close to the business and are in it day after day.

I help companies and business owners streamline and improve their customer journey so they can

  • Market themselves more effectively

  • Sell with ease and lose the “I hate selling” worries

  • Ultimately converting more sales and increasing profit

  • All while delivering a professional, standout service

If this sounds like something you need help with, visit my services page to see how I can help you.

“I wanted a fresh perspective on my business to help me critically assess my business processes to progress to the next phase in my business growth.

Becky spent half a day with me to look at how things are done now and where I want to get to, and she gave me some great ideas.

It was a really thought-provoking and interactive session, followed up with a great report detailing the actions we discussed; she also followed up with me to make sure I was on track.

I would highly recommend Becky to help you review your business and support you in taking things to the next level - she will undoubtedly help you come up with things you haven't thought of!” ~ Kat Derbyshire. Black Kat HR

Why Your Business Needs A Solid Customer Journey

The customer journey is the complete experience a customer has with a business, from the moment they become aware of you and your services to their ongoing relationship with you after purchase.

It includes every touchpoint a customer interacts with, from marketing and sales to service delivery, and beyond.

For service-based businesses, the customer journey isn’t just about transactions—it’s about building relationships and trust.

Whether you run a consultancy, a yoga studio, or a trade business, every step of the journey influences customer satisfaction, loyalty, and word-of-mouth referrals. If you want to learn more about it, read on.

    1. Awareness – The customer becomes aware of you & your service through marketing, word-of-mouth, or online searches.

    2. Consideration – They research your business, compare options, read reviews, and evaluate whether your service meets their needs.

    3. Decision – The customer makes a purchase or books a service.

    4. Experience – The service delivery itself, including communication, efficiency, and the quality of the experience.

    5. Loyalty & Advocacy – After receiving the service, the customer may leave a review, refer others, or become a returning client.on text goes here

  • For service-based businesses, ensuring a smooth and positive customer journey is essential. Here’s why:

    • Improves Customer Satisfaction – Understanding and refining the customer journey helps eliminate pain points, ensuring a seamless and enjoyable experience.

    • Boosts Customer Retention – Happy customers are more likely to return and continue using your services.

    • Increases Word-of-Mouth Referrals – A great experience encourages customers to recommend your business to others.

    • Enhances Brand Reputation – A well-mapped journey ensures consistent quality, which builds trust and credibility.

    • Optimises Business Operations – Identifying inefficiencies in the journey allows businesses to streamline processes and improve service delivery.

  • There are many friction points in a customer’s journey, and often, we are too close to our business to see them easily.

    It’s good to take a step back and look at your own business as a customer and see if you spot any of these common issues:

    1. Lack of Clarity – Unclear service descriptions, confusing pricing, or complicated booking processes.

    2. Slow Response Times – Customers expect quick and efficient communication; delays can result in lost business.

    3. Inconsistent Service Quality – If the experience varies from one interaction to another, it can affect the relationship and cause trust to be lost.

    4. Poor Follow-Up – Failing to nurture the customer relationship post-service can result in missed opportunities for repeat business. Many businesses are quick to move on to “new business”, but what about the people who are already there - you’ve already “won” them?

    5. Limited Personalisation – Customers appreciate tailored experiences; a generic approach may not always be best. It’s a fine line between not making everything too bespoke, resulting in other issues, and being too cookie-cutter, which may not work either.

    1. Understand Your Customers – Gather feedback, analyse consumer behaviour, and identify their needs and expectations (as well as pain points and worries). Everything should be looked at from their viewpoint.

    2. Map Out the Journey – Visualise each touchpoint and assess areas that need improvement.

    3. Enhance Communication – Ensure clear, timely, and friendly communication happens at every stage. Pre-empt everything.

    4. Provide a Personalised Experience – Tailor your services to meet customer preferences and make them feel valued.

    5. Streamline Processes – Reduce unnecessary steps in your processes and make interactions as smooth as possible.

    6. Measure and Adapt – Regularly review customer feedback and make changes - continually.

  • A well-structured customer journey is a powerful tool for service-based businesses looking to build trust, increase customer loyalty, and drive growth.

    By understanding and optimising each stage, businesses can create memorable experiences that keep customers coming back and spreading the word.

    Key Benefits of Improving the Customer Journey

    Addressing pain points and optimising the journey results in several business benefits:

    1. Higher Conversion Rates – A seamless journey encourages more customers to move from consideration to purchase.

    2. Increased Revenue – Satisfied customers are more likely to invest in additional services or upgrades.

    3. Stronger Customer Relationships – Personalised interactions foster trust and long-term loyalty.

    4. Better Customer Insights – Understanding pain points allows businesses to refine strategies and improve services.

    5. Competitive Advantage – A well-structured customer journey differentiates your business from competitors.

    If you haven’t mapped out your customer journey yet, now is the time to start.

    Investing in the customer experience will pay off in customer satisfaction, referrals, and long-term success.

Ready to invest in some help to improve your business?

If you are ready to get help to improve your customer journey or your business systems or processes, I’m the expert to help you.

I offer one-to-one bespoke support. No fluff, no jargon—just a calm and understanding space to figure this out with you.

There are no such things as “a silly question”. No judgement or pressure. You tell me your problems and where you want to be, and I’ll help get you there.

And when it’s all sorted? You can focus on doing what you love and do best - your passion, not admin.

Sound good? Here are your options.

“I worked with Becky to review my business’ customer journey which has enabled us to implement new systems and procedures within the business. After our initial review meeting, the report which Becky provided was great as it highlighted the key areas for us to focus on, As yet we’re by no means the perfect fully systemized business which we want to be, but Becky has been a big help to us getting to the position we are in today. We would have no hesitation in recommending Becky to anyone who needs some help in this area of their business”.

David Haigh, Marsh Designs Ltd 
(Structural Engineering company)