Inspired by a post shared by Marketing Tips | Credit: Tom Wanek
Why Customer Experience Matters at Every Touchpoint
In today’s crowded marketplace, great marketing isn’t just about visibility—it’s certainly about experience.
Whether you’re a business owner, marketer, sales professional, or customer service leader, your brand is being shaped every single day by how customers experience it. Not just in your ads or on your website, but in every interaction—digital and in person.
The Customer Journey Is More Than a Funnel
Your customer journey isn’t a straight line. It’s a series of moments, impressions, and decisions that collectively determine whether someone chooses you, stays with you, or refers you to others.
From the first Google search… To the first click… the first conversation… follow-up, onboarding, support, and beyond.
Every step of teh journey matters.
This is essential for traditional marketing, brick-and-mortar businesses, and service-based businesses. Once your customer signs up, what’s next? How do they navigate through your business journey? Are they greeted with clear instructions on how to proceed and what to expect while working with you? Every step og the way?
Seeing Your Business Through the Customer’s Eyes
One of the most valuable exercises a business can do is to walk through its brand from the customer’s point of view.
Ask yourself:
- Is it clear what we do and who we serve?
- Is it easy to take the next step?
- Are we communicating proactively—or reactively?
- Does the experience feel seamless, or disjointed?
Often, what we think is clear internally feels confusing or incomplete to a customer encountering us for the first time.
How Customer Journey Insights Drive Growth
Here’s the powerful part: identifying friction points isn’t a failure—it’s an opportunity.
Overall, small improvements in messaging, timing, clarity, or follow-up can:
- Increase conversions
- Improve retention
- Strengthen trust
- Elevate your brand perception
Customer experience isn’t just a support function—it’s a growth strategy.
How 716 Marketing Improves Customer Experience & Growth
At 716 Marketing, we help businesses evaluate, refine, and strengthen their customer journey—from awareness to action and beyond. We look at your brand through your customers’ eyes and identify opportunities to create clearer communication, stronger connections, and better results.
If you’re curious what your customers are really experiencing—and how to improve it—we’d love to explore it with you.
👉 Schedule a discovery call with 716 Marketing and let’s uncover what’s possible.