The Customer Journey Diagnostic scores all five stages of how customers find you, buy from you, and come back. You get the stage that's costing you the most, what it's worth in your own numbers, and a priced plan to fix it.
You’ve spent money on marketing that didn’t move the number. You’ve been told you need a new website, or more ads, or better SEO, and you’re not sure any of it is the actual problem. You want someone to look at the whole picture before selling you a piece of it.
It’s also for owners who have a specific stage in mind and want to confirm it before investing. Sometimes we confirm it. Often we find the real constraint is one stage earlier or later.
Search for you. Visit your site on a phone. Fill out your form. Call your number. Request a quote. Try to buy, book, or donate. Then we note every place a real person would hesitate or leave. Most owners have never seen their process from this side.
Website, Google Business Profile, search visibility, email and follow-up systems, social presence, review profile. Not for polish. For whether each piece hands the customer to the next stage or drops them.
Inquiries, close rate, repeat rate, time between purchases, lapsed customer count, average sale. From your analytics, your booking system, your CRM, or your invoices. Whatever you have. If a number doesn’t exist yet, that’s a finding.
One conversation about what you sell, who buys it, what a good customer looks like, and where you think the problem is. The gap between what you think and what we found is usually where the answer lives.
Attract, Convert, Onboard, Retain, Reactivate. Each scored on how much work the customer is being asked to carry.
Five stage scores, the friction we found at each, and the constraint stage identified. Written in plain language, not marketing terms.
The revenue each stage is costing or could recover, calculated from your own figures with the assumptions shown. Not industry statistics. Your business.
Which of our standard plans fits the constraint stage, what we’d build, how long it takes, and what number we’d be accountable for. Our pricing is published, so there’s nothing to negotiate at the end.
A 45-minute call where we go through the findings together, recorded so you can share it with a partner, a board, or your team.
As we complete diagnostics across businesses like yours, you’ll see how your stage scores compare. Early on this is directional. Over time it’s the most useful thing in the report.
The person giving one is paid when you buy, so the advice tends to lead somewhere specific.
The diagnostic is paid so that it can be honest. If your constraint is something we don’t do, we’ll tell you. If your website is fine and the problem is a four-day quote turnaround, we’ll tell you that instead of proposing a redesign. You keep the report and the plan whether or not you hire us for the work.
If you do move forward, the fee is credited toward the engagement. If you don’t, you’ve paid for the clearest picture of your marketing you’ve ever had.
A few questions about your business so we both know the diagnostic is a fit, then payment. You'll pick your walkthrough time straight after, and you'll get a short intake questionnaire so we begin with the basics covered.
Start now →We'll ask for read access to your analytics, Google Business Profile, and whatever holds your customer data. If some of that doesn't exist, we work with what does.
About two weeks. You'll hear from us once during that time with clarifying questions.
45 minutes, recorded. Findings, numbers, the constraint stage, and the plan.
Move forward and the fee is credited. Take the report elsewhere. Or do nothing for a while. No follow-up pressure.
You’d get a long document and no idea where to start. You get one constraint stage and the reason it comes first.
The plan is priced and specific, but it’s for the stage that’s actually costing you, not the service that’s easiest for us to sell.
The diagnostic tells you where and why. Fixing it still takes building the systems. That’s the engagement, and it’s a separate decision.
Two weeks from now you'll know which stage of your customer journey is costing you the most, what it's worth, and what it takes to fix it.