Understand where your customer journey supports your brand and where it quietly breaks down.
A strategic assessment of your messaging, customer experience, and touchpoints to identify alignment gaps and opportunities across the customer journey.
The audit is designed for growing ecommerce brands that want to create a more consistent customer experience across their customer journey.
Whether you’re refining a product page, entering a new market, or improving the post-purchase experience, you’ll find practical insights grounded in real-world ecommerce.
Ideal for brands that are:
✔️ Expanding into new markets
✔️ Growing across multiple customer touchpoints
✔️ Launching new products
✔️ Refreshing their messaging
✔️ Looking to improve consistency before investing further in growth
Your customers experience one journey.
Customers don’t experience your business as separate webpages, emails, or departments.
They experience one continuous journey—from discovering your brand to becoming a loyal customer.
That’s how we evaluate your business.
EVALUATE
How customers explore your products, compare options, and decide whether your brand is the right choice.
We review:
PURCHASE
How smoothly customers complete their purchase and whether the buying experience reinforces confidence.
We review:
Cart
Checkout
Payment Experience
WAIT
How you communicate with customers and reinforce trust while they wait for their order.
We review:
RECEIVE
The first physical interaction customers have with your brand after purchase.
We review:
USE
How customers experience your product and the support that helps them succeed after purchase.
We review:
RETAIN
How you strengthen customer relationships and encourage repeat purchases over time.
We review:
Across the journey, we typically review:
Website
Packaging
Customer Account
Customer Support
Reviews
Paid & Organic
Checkout
CRM
Loyalty
A structured audit of your customer journey, messaging, and customer experience, designed to uncover what’s working, where alignment breaks down, and where the biggest opportunities for improvement lie.
Executive Summary
A concise overview of the audit, highlighting key findings, areas of strength, messaging gaps, and the most important strategic opportunities.
Customer Journey Assessment
A stage-by-stage evaluation of the customer journey, identifying how well your messaging supports customer needs and delivers on your brand promise from discovery to retention.
Touchpoint Evaluation
A detailed assessment of the individual touchpoints that shape the customer experience, evaluating how each contributes to consistency, trust, and conversion.
Messaging Alignment Findings
An analysis of how consistently your messaging is communicated across touchpoints, channels, and stages of the customer journey, highlighting areas of alignment and opportunities for improvement.
Strategic Opportunities
A prioritized overview of the highest-impact opportunities to strengthen messaging, improve the customer experience, and create a more cohesive customer journey.
Findings Walk-Throught
A live walkthrough of the audit findings, providing strategic context, answering your questions, and discussing the most relevant next steps for your business.
Every finding is grounded in your customer journey and designed to help you understand where your messaging supports growth and where it quietly gets in the way.
The audit follows a structured process designed to uncover where your messaging and customer experience support your business—and where opportunities for improvement exist.
1. Discovery & Kick-off
We begin by understanding your business, objectives, target audience, and scope of the audit. Together, we confirm the customer journey and assets that will be reviewed.
3. Analysis & Reporting
The findings are consolidated into a structured audit report, highlighting messaging alignment, recurring patterns, and strategic opportunities.
2. Research & Assessment
Each stage of the customer journey is evaluated, together with the relevant customer touchpoints, to identify strengths, gaps, and inconsistencies.
4. Presentation & Discussion
We walk through the findings together, discuss the key insights, answer your questions, and explore the opportunities identified in the audit.
Before we begin, here’s an overview of the project timeline, investment, deliverables, and payment structure.
Timeline
_______
Typically completed in
2–3 weeks
Depending on the scope of the project and the timely delivery of requested materials.
Investment
__________
Starting from
€1,400
The final investment depends on the scope of the audit, including the number of customer touchpoints, markets, and the overall complexity of the customer journey.
Includes
_______
Payment Terms
_____________
💳 50% upon project confirmation
🚚 50% before delivery of the final report and presentation
Most audits are completed within 2–3 weeks, depending on the project scope and the timely delivery of requested materials. A detailed timeline is confirmed during the kick-off session.
We’ll ask for access to the materials relevant to your customer journey, such as your website, email flows, brand guidelines, and other existing assets. Everything is discussed during the kick-off, so you’ll know exactly what’s needed before we begin.
You’ll receive a comprehensive audit report, including an executive summary, customer journey assessment, touchpoint evaluation, messaging alignment findings, strategic opportunities, and a live findings presentation.
Pricing starts from €1,400 and is based on the scope of the audit, including the number of customer touchpoints, markets, and the overall complexity of your customer journey.
Yes. The audit can cover a single market or multiple markets, depending on your business goals. The scope, timeline, and investment are adjusted accordingly.
The audit is a strategic assessment designed to identify opportunities and provide clear recommendations. If you’d like support with implementation afterward, we can discuss a separate engagement tailored to your needs.
The audit is designed for growing ecommerce brands that want to strengthen their messaging, improve the customer experience, or align communication across multiple touchpoints or markets.
Many clients choose to implement the recommendations internally. If you need additional support, I also offer ongoing strategic consulting to help you refine your messaging, optimize the customer journey, and support your growth across CEE markets.
Ready to strengthen your customer journey?
Every successful customer journey starts with understanding what already works—and where there are opportunities to create an even more consistent customer experience.
BOOK A CALL
