CLIENT JOURNEY MAPPING
Client journey mapping that shows you where your leads are slipping away.
A strong customer journey is the difference between guessing what your leads need, and knowing exactly how to guide them to yes.
You know your customers well. But what can be harder to be fully aware of is the journey those customers go on before they buy. You're inside your business and don't often look at it from the customer's point of view - but it's this very practice that will show you exactly how they feel, what information they need and how easy it is for them to buy from you.
​
Until you do that, you're creating your sales systems and assets based on pure guesswork and at real risk of losing those potential buyers.
​
When you map your customer journey with me we identify the gaps and work out what to do to fix them.​
AN EXAMPLE
What a journey map looks at
Notice You
WHAT YOUR CLIENT EXPERIENCES
Sees a LinkedIn post and wonders if you can help
WHAT WE CHECK BEHIND THE SCENES
Where does that post lead?
Look Around
Visits your website and looks for proof you're the right person
Is there a clear next step on the page?
Get in touch
Sends a message or books a call
Is the enquiry handled automatically or manually?
Decide
Has a conversation and waits for a quote
Is there a follow-up? Does it rely on a human?
This is an illustrative example. Your own map is built around your ideal client and the exact way you work.
IN PLAIN ENGLISH
What is journey mapping?
Client journey mapping, also called customer journey mapping, is the process of charting every step someone takes from first hearing about your business to becoming a paying client. It shows what they need, see and feel at each stage.
​
Each point where someone meets or experiences your business is a touchpoint. That might be a social media post, your website, an email, a networking conversation or a discovery call.
​
When you see those touchpoints on the page, it's so much easier to see where interested people might lose momentum and what's needed at every stage.
​
I often compare an unmapped client journey to a leaky bucket. If the bucket has holes, you will never be able to fill it with water. If your journey map has gaps where you may be losing leads, they'll never become paying clients.
WHAT'S COVERED
What we map together
The mapping process is a collaboration. You share how things work currently, and I pull it all together and help to identify the gaps.
Your client's side of the journey
What your ideal client expects to see, feel and do at every stage.
The gaps where leads go cold
The warm, interested people who are watching your business but haven't got in touch are what I call stealth leads. Mapping shows where they are lurking and being overlooked and what would give them a clear next step.
Your business side
What happens behind the scenes at every stage, who does what task, what business processes you have in place and can they support the journey you want your client to have.
This is also where we spot tasks that can be automated to make things more efficient and less reliant on manual actions.
A clear plan of what to build
You finish with a clear view of what is missing, what needs to be built and how best to keep leads engaged at each step of the journey.
TWO WAYS TO MAP YOUR JOURNEY
Start on your own with Milo, or work through it with me.
Meet Milo
​Milo is my custom-built AI powered customer journey mapping tool. Answer a few short questions and he shows you where your biggest leaks are and what to do about them
1:1 Journey Mapping
Work through your journey with me, looking at your client's experience and your in-house business processes in depth.
"Our recent customer journey mapping session was a real turning point"
"It's incredibly hard to see my own blind spots in my business. Helen guided me through the entire process with such clarity that we uncovered gaps I hadn’t even realised were costing me opportunities. More importantly, she didn’t just highlight them, she showed me exactly how she intends to close them."
Amy Rowlinson - Business Owner
COMMON QUESTIONS
Journey Mapping, answered
What's the difference between a client journey map and a customer journey map?​
​
They mean the same thing. I use the terms interchangeably, but for service-based businesses, "client" is a more appropriate term than customers.
What is a customer touchpoint?​
​
A touchpoint is any moment where someone interacts with your business, such as a social media post, a website visit, an email or a networking conversation.​
How is a journey map different to a sales funnel?
​
A journey map shows the whole experience from your client's point of view, including what they need to see, feel and do at each stage. A sales funnel is the set of steps built to guide people through the journey. The map shapes the funnel.
Do I need a journey map before I build a sales funnel?​
​
It makes everything that follows more focussed and built to meet a specific need. If you're not sure what to build or want to make sure what you build is as efficient as possible, mapping is usually the right place to start.
What do I get at the end?​
​
Although I use the word map, you don't necessarily get a visual map in the traditional sense, but you will get a report that shows exactly what happens, what processes are behind it and what needs to be built or automated.
What does it cost?
​
Every project is bespoke and priced depending on requirements. The Interactive Pricing Tool gives you an indicative guide, and I'll send a tailored quote after our first conversation.
Can I just use a template or ask AI to do it for me?​
​
Milo is built using AI, but he's been built with my methods baked into the background, and mimic my exact thought process. The results you get by using AI or a template will be generic and may not be appropriate for your exact business.
Ready to see where your leads are slipping away?
Book a free discovery call, and we'll talk about your business, where you are now, and whether journey mapping is the right place to start.
Prefer to explore first? Try Milo or the interactive pricing tool