Customer Journey

The average purchase decision takes 7 touch points


A customer journey tells the story of the customer’s experience: from initial contact, through the process of engagement and into a long-term relationship, and gives an overview of the entire customer experience. It provides you with actionable insights into your customers’ experiences with your business, and help identify opportunities to enhance their experience, thereby building a better long-term relationship.

The ultimate goal is to understand what motivates your customers – what their needs are, their hesitations, and concerns are. In doing so, you can improve their experience by understanding what they go through at each touch point and improving the quality of each experience.

Recap: Customer Personas

Use your Customer Persona to help you map out your Customer Journey. A persona brings it all together and provides a summary of all the main points above that you can quickly refer to for all your marketing and communication efforts. It’s a representation of your ideal customer and bringing this into your customer journey is highly effective!

We’ve developed an Initial Scoping worksheet to help you start the Customer Journey process!

The Journey

We’ve narrowed down the formula for business success. It’s all about:



We’ll help plan your journey so you’re on the right track to deliver the right results for your business.


Business Intelligence

We’ll navigate the path with the right tracking, measurement, analysis and strategy.



With small steps brings big rewards. We’ll optimise and improve results, generate more profit for lower costs, and bring you rapid growth and business success.

Defining your Customer Journey

To define your customer journey, use the table below to start thinking about your customer’s experience at each step in the journey, keeping these key points in mind as you complete each stage:

  • The issues that are key for both the customer and your business
  • Every possible touch point that you will have with a potential customer during the marketing and sales journey
  • What experiences and messages you need to communicate at each of these touch points
  • A framework of strategies for each touch point
  • Ultimately how the cumulative journey and experience makes people choose you over your competitors

Awareness and information

How do we get more of your target audiences to find out about your business and how to provide all the information that they are looking for / need to see?

Interest and decision making

We need to ensure that your target audience is attracted to your product and we demonstrate that you provide a more valuable service/product than your competitors.

Purchase process

Once they have decided to choose you, how do we ensure that they have a 1st rate experience.

Long term relationship

Once we have a customer, we want to keep them for life as both repeat business but also advocates of our brand.

Doubled Retail Sales

Engagement: Oct ’14 - Current



Growth in Sales



Growth in Enquiries



Growth in website visitors

“Due North has boosted our traffic and doubled our through the door customers in only 6 months of work! I am a very busy small business owner and have very little time in my day and they have managed to take control and push business through the door. Highly recommended! and Ben (the marketing genius) always buys the coffee!”

  • Customer Experience and Journey development
  • Web Design and Development
  • Search management (SEM and SEO)
  • Tracking and Reporting
  • Content Strategy

Want to grow your business?


“Very efficient, great service and they are genuinely interested in growing the revenue of my business! And the results we’ve received have been excellent.”

Toby Cumpstay

Simply for Strings

"The Team at Due North have been great. I’m stoked with the results we are getting in such a quick period of time. Can’t recommend them enough!"

Christina Salvo


“Due North is the expert when it comes to putting us on the customer journey, especially in an extremely competitive market.”

Geoff Stewart


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