Fiducia TogetherCustomer journey
Every step from first hearing about you to buying again.
Please note: This page explains what a term means. It is general information, not legal, financial, tax or investment advice, and it does not know anything about your business. Before you sign, file or commit to anything, check it with an accountant, a solicitor, or the official guidance we link to.
What it means
The customer journey maps the stages a buyer passes through — awareness, consideration, decision, purchase, retention, advocacy — and the touchpoints at each.
Why it matters
It shows where people leave. Most businesses invest at the awareness end and lose customers in the middle, where nobody is watching.
What it looks like in practice
Map it once, honestly, from the customer's side: what they actually do, not what you wish they did. Then find the step with the biggest drop-off and fix that one.
What to watch out for
Mapping the ideal journey rather than the real one. Ring your own business as a customer and try to buy something.
Where to get proper advice
Your own analytics and your own customers, asked directly.
Where to read more
Last reviewed 2026-08-28 by Fiducia Together · Next review due 2027-08-28
Please note: This page explains what a term means. It is general information, not legal, financial, tax or investment advice, and it does not know anything about your business. Before you sign, file or commit to anything, check it with an accountant, a solicitor, or the official guidance we link to.