The Customer Journey

In this engaging webinar, Timea Kadar and Miles explored the importance of customer journey mapping, from the initial awareness stage to post-purchase advocacy. Timea emphasised the need to understand how customers actually behave, rather than how businesses imagine them to behave, and offered practical advice on researching and tracking this journey. The discussion included real-world examples, insightful questions from attendees, and actionable tips on how to keep customers engaged at every stage – from using clear messaging and value propositions to small gestures that create lasting impressions. Tools like Google Analytics, Hotjar, and CRM systems were also discussed as ways to track and refine the customer journey.