Customer experience strategy and journey mapping · Sales
Walk the path your customer actually takes, from the first search to the fifth visit.
A hospital's marketing team can point to a strong Google ranking, and its OPD desk can quote its average wait time. Nobody has traced what a patient goes through between the search and the first appointment. That gap is often where she gives up, after a call nobody answered or a two-hour wait with no update.
Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.
In one paragraph
Customer experience strategy and journey mapping traces every step a customer goes through with your business, from first search to years into the relationship. GullySales walks that path with real customers and your own records, finds the steps where people give up, and ranks which ones to fix first.
We map that path from the customer's side, across marketing, sales, delivery and support. Every point where customers stall is located and ranked by what it costs you. The map then guides the fixes, which run as separate, ongoing work.
The problem
Does this sound like your business?
What owners tell us on the first call, in their words.
“Each department believes its part of the journey works well”
Marketing, sales, delivery and support each look fine from inside their own process, while the customer experiences the gaps between them as one confusing whole.
“Nobody has actually walked the journey as a customer would”
The intended experience exists in a process document. What a real customer actually goes through has never been traced start to finish.
“Friction is suspected but never located precisely”
Customers seem to hesitate or drop off at some point in the relationship, but nobody can point to exactly which step is causing it.
What we do
Everything that is included.
Each deliverable, and what it gets you. Nothing here is an extra.
End-to-end journey map
Every touchpoint from first contact through years into the relationship, documented from the customer's point of view.
Friction point identification
Specific points in the journey where customers hesitate, complain or disengage, located precisely rather than guessed at.
Cross-department gap analysis
The handover points between marketing, sales, delivery and support examined specifically, since this is where most friction hides.
Prioritised fix list
Friction points ranked by impact, so effort goes to the gaps actually costing the most customers or revenue.
Experience strategy document
A clear strategic direction for the experience, used as the reference for the ongoing programmes built on top of it.
How the result is measured
- Friction points identified and ranked
- Cross-department handover gaps found
- Customer-reported experience issues by journey stage
- Strategy adoption across relevant teams
Recorded as a baseline before work starts, so every later report has an honest comparison.
Who it is for
This is written for you if these sound familiar.
- Hospitals, banks and builders where a customer passes through four or five departments before the first bill
- Owners who see enquiries arrive and orders fall short but cannot say at which step people drop off
- Businesses about to open a new branch or change the booking process who want the current path on paper first
- An owner who has never booked, bought or complained through their own business as a stranger would
Not for
It is not the right fit if.
- You need the ongoing programme that runs the experience day to day, not the mapping exercise. That is customer experience success and retention
- You need specifically the digital touchpoints mapped. That is digital customer journey design
How it works
From your first message to the first report.
No open-ended retainer. Every step gives you something in writing.
First
Your brief
You tell us what you need in a few short steps: your business, what you want, where enquiries come from and how they are handled.
After the brief
A conversation and a written scope
We read it, then talk with whoever handles your enquiries. If you want our help, the scope, the fee and the reporting come in writing, and nothing starts before you have read them.
Before work starts
Baseline recorded
The numbers this work is meant to move, such as enquiries, quotations, orders, visits or renewals, written down so every later report has an honest comparison.
After the baseline
The first fix goes live
The fix we agreed to start with is put in place and measured against the baseline, whether that is a reply, a follow-up, a page, a listing or the handover between marketing and sales.
As agreed
Report against the baseline
What moved, what did not, and what changes next, in plain words. How often you get it is set in writing before work starts.
At renewal
Renew on the numbers
The term ends and you decide whether to continue from the results. The length is agreed in writing before anything starts.
How the work runs
- 1
Trace the current journey
Every step a real customer goes through traced from interviews, call records and your CRM, not from the process document.
- 2
Identify friction points
Specific moments of hesitation, complaint or drop-off located and ranked by impact.
- 3
Build the strategy
A clear direction set for which gaps to fix first and what the experience should look like once they are.
- 4
Hand over for execution
The map and strategy handed to the work that will carry out the fixes, such as onboarding or support process design.
Why us
Why owners pick GullySales over an agency.
Marketing and sales, as one job
Most agencies stop at the enquiry. We also fix what happens after it: the reply, the follow-up, the quote and the CRM.
The person on the first call does the work
No account managers in between. You are never handed to someone you have not met.
A baseline before anything starts
Your numbers are written down on day one, so every later report compares against something honest.
The fee in writing, split three ways
Our time, your media spend and production on separate lines. You always see what goes to us.
No guarantees we cannot keep
The term is agreed in writing and never a default twelve months. We never promise a ranking or a lead count, because nobody controls those.
One office, and we say so
Nagarbhavi, Bengaluru. We work across India by call and WhatsApp and travel when a session needs to be in person.
#257, 3rd floor, Sri Nanjundeshwara Complex, Nagarbhavi 8th Block, Outer Ring Road. How we work.
Engagement options
Ways to work with us.
Pick the size of commitment that fits. Every option starts with your brief and a conversation.
Option 1
The conversation on its own
A call after you send your brief. It says honestly whether you need outside help, and many fixes are ones your own team can make.
Option 2
One fix, scoped
Start with the fix that matters most, such as reply time or follow-up. The fee is in writing before anything starts.
Option 3
An ongoing programme
We run the work, report against the baseline, and you renew on the numbers. The term and the reporting are agreed in writing first.
Option 4
Guidance for your own team or agency
We plan, brief and check the work of your in-house team or current agency, instead of replacing them.
Your brief
Tell us what you need, and we will read it before we call.
Eight short steps about your business, what you want and who decides. Most questions are a tap, and you can skip any you would rather answer on the call.
FAQ
Questions owners ask before they call.
Not here? More answers, or ask on WhatsApp.
How long does a full journey mapping exercise take?
Do you interview our actual customers?
Does this fix the problems it finds?
How is this different from customer research and voice of customer?
How much does it cost?
How long is the contract?
Who will actually do the work?
What do you need from us?
What if we are not happy with the work?
By industry
Customer experience strategy and journey mapping, written for your industry.
Related services
Often bought with this, or instead of it.
Read before you buy
- Health supplies for older family members: selling to the person who pays, not the person who usesWhen a son or daughter in another city orders health supplies for an ageing parent, the page, the checkout and the delivery must work for the payer at a distance and the parent at the door.
- Customer journey mapping for a service firmA six-step map from first enquiry to repeat order for a service business, with a way to mark the points where the customer is left waiting and a rule for which gap to fix first.
Your next practical step
Tell us what you are trying to grow, and we will read it before we call.
Eight short steps, mostly taps. Skip anything you would rather answer on the call.