Four parts. Walked, not slid.
The day is built around walking your customer journey. No phones, no distraction, no decks and no projector. Whiteboard, walls, post-its, and the people in your business who know what really happens when a customer rings, emails, lands on the website or shows up at the door.
Every touchpoint, in order
First heard of you to telling a mate. Eight, ten, twelve steps depending on the business. We map them on the wall — ads, search, social, the call, the email, the quote, the meeting, the order, the delivery, the follow-up — in the order they actually happen, not the order your CRM thinks they happen.
What they expect — what they get
At every step we ask the team in the room: what does the customer expect here? Then: what actually happens? The gaps appear immediately. Some your team know about. Some they don’t. The marketing director hears things the salesperson didn’t mention. That’s the workshop earning its keep.
The emotional journey
Not the metrics. The feelings. Confident · confused · cared-for · ignored. We map the emotion at each touchpoint. This is the part most marketing audits skip and it’s usually where the biggest wins hide — the moments where the customer feels something they shouldn’t.
Gaps · ranked by ROI
Last hour of the day: we sit down with the wall and rank every gap by effort and impact. You leave with a prioritised list — cheapest, quickest fixes first — and the team has signed it off in the room. No more “we should look at the website at some point” loose-talk.
CEOs. MDs. Marketing directors.
You book the workshop. You bring the team. We do the rest. The workshop needs influential people from across the business in the room not just the marketing department. Sales hears different things. Ops sees different things. Customer service is the canary.
- → The CEO or MD who’s noticed something’s off but can’t locate it
- → Marketing directors / managers ahead of a strategic reset
- → Boards going through a brand or proposition refresh
- → Founder-led businesses where the team has grown faster than the playbook
One day. Your office.
Workshops happen where the team works. We come to you with markers, paper and a structure, you bring the people, the coffee and the post-its. By 5pm the wall is covered, the gaps are written down, and the team has agreed what to fix first.
A map and a plan.
The reason this workshop is worth the day off-site: by the end, the people who run different bits of your business agree on what the customer experience is, where it’s leaking, and what to fix first. Alignment is the deliverable. The document is the receipt.
Local engineer to 3× the business.
QCT manufacture coordinate measuring machines, high-end precision-engineered kit for industry. We ran the customer journey workshop with their team, plotted every stage of the buying cycle, and found the gaps. Communication to existing clients. The message on-site. Brand exposure inside the customer’s own environment. The fix list became a small rebrand, some policy and procedure changes, and a much sharper communication process. Combined with the digital marketing we run alongside, QCT have grown 3× in the last few years.
Pick up the phone. Or write.
No form on this one. The workshop is a commitment, we want to know the size of the team, the diary, and the trigger that made you think about it. Pick whichever door suits.