Are Customers Choosing You, or Your Competitors?
Competitive Customer Journey Review
See What Customers See. Hear What Customers Hear.
Customers form an opinion about your business before they ever contact you. They compare your website, competitors, reviews, and online presence to decide whether you're worth contacting.
Then they experience your business firsthand through a phone call, web form, email, or quote request—and quickly decide whether working with you feels responsive, professional, and easy.
Our Competitive Customer Journey Review gives business owners and buyers a complete view of the customer buying experience by combining a Digital Buying Experience Review with Mystery Shopping to uncover what builds confidence, what creates doubt, and where improvements can strengthen customer acquisition and growth.
The Questions That Matter Before Customers Choose
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Can Customers Quickly Understand What I Offer?
Can customers understand what is offered, what is included, how pricing or quoting works, and what needs to happen before they can move forward?
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How Do We Compare to Competitors?
Your website, search presence, reviews, and digital credibility all influence whether they trust your business enough to take the next step, or contact your competitors instead.
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What Happens When a Customer Calls?
When a customer reaches out, is the inquiry handled well? Do they reach the right person? Does the interaction feel helpful, professional, and prepared?
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Can Customers Find What They Need?
If customers can't quickly find your website, phone number, understand what you offer, or see why you're different, they may move on before contacting you.
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Where Are Customers Dropping Out of the Buying Process?
Does the company follow up in a timely and useful way, or does the opportunity stall after the first interaction?
How We Help You Find The Answers
We Evaluate Your Business Like a Customer Would
This is a structured evaluation that follows the same journey your customers take—from discovering your business to deciding whether to move forward.
Our recommended approach combines both the Digital Buying Experience Review and Mystery Shopping to evaluate the complete customer journey, from the moment a prospective customer begins researching your business through their first interactions with your team. This provides the clearest picture of how customers experience your business and where opportunities exist to improve credibility, conversion, and customer acquisition.
If your objectives are more focused, each assessment can also be performed independently.
Before customers contact you
Digital Buying Experience Review
Website clarity and ease of navigation
Service descriptions and messaging
Calls to action and lead capture
Google Business Profile and search visibility
Online reviews and reputation
Competitive positioning and differentiation
Social proof and digital credibility
After customers contact you
Mystery Shopping
Phone inquiries
Web form submissions
Email responsiveness
Quote or proposal requests
Scheduling experience
Sales follow-up
Overall buying experience
What Better Customer Experiences Create
A stronger buying experience can help you:
Generate more qualified inquiries
Increase customer confidence
Improve lead conversion
Reduce lost opportunities
Differentiate from competitors
Strengthen your reputation
Improve follow-up consistency
Create a more professional buying experience
You Get More Than Findings
Most engagements are completed in 3 to 5 weeks, depending on the scope of the engagement, number of competitors, scenarios, locations, and inquiry paths being evaluated.
Every engagement is customized, but typically includes:
Executive Summary – Key findings, priorities, and recommended next steps.
Customer Journey Assessment – A review of your digital presence and buying experience from the customer's perspective.
Competitive Comparison – Insights into how your business compares to competitors, including strengths, weaknesses, and opportunities.
Mystery Shopping Findings – Observations from phone calls, web forms, emails, quote requests, and other customer interactions.
Customer Experience Analysis – Evaluation of service clarity, messaging, pricing, quote process, follow-up, and buyer friction.
Prioritized Recommendations – Practical improvements to strengthen credibility, increase customer confidence, improve conversion, and create a more consistent buying experience.
The result is greater clarity about how customers see your business, where competitors may have an advantage, and where improvements can strengthen credibility, attract more qualified opportunities, and support growth.
What Happens Next…
Simple 3-step process:
Let’s Talk - Tell us about the opportunity and questions you’re trying to answer.
Build the Right Approach - We’ll recommend the right support for you.
Move forward with Confidence - Together, we will help you execute the right plan.
Ready To See Your Business Through Your Customers' Eyes?
What Makes Mayfield Consulting Different?
We've Led Businesses. Now We Help Others Build Stronger Ones.
Anyone can review a website or conduct a mystery shop.
What makes Mayfield different is what happens next.
We've led businesses, built customer experiences, improved operations, and driven growth from inside organizations. That means we don't just identify issues. We understand how customer experience, marketing, sales, and operations work together to influence business performance.
Our recommendations are practical, prioritized, and grounded in real business leadership experience. And when you're ready, we can help implement the improvements, not just recommend them.
We’ve delivered digital innovations that cut process times by 67%, streamlined product offerings, and achieved $50MM+ in additional revenue with $15MM+ in cost savings.
Real results for our clients.
FAQs
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It is a structured review of how your business appears to customers across your website, market presence, competitors, and digital footprint before they decide to contact you.
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No. Your website is only one part of the review. We also evaluate market presence, messaging, credibility, competitive positioning, and how consistently your business is represented across customer touchpoints.
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Yes. We review how competitors position themselves, communicate their value, present their products and services, and build credibility to help identify opportunities for differentiation.
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Yes. We can review your website, identify what needs to improve, and help update, rebuild, or manage it so your digital presence better supports credibility, customer confidence, and growth.
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Yes. We don't stop with the insights. We can help improve your website, refine messaging, strengthen your market presence, and execute the work needed to move the business forward.
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It can. A stronger digital presence helps build trust, communicate your value more clearly, and make it easier for the right customers to choose your business. While no assessment can guarantee sales, it often identifies opportunities to improve credibility, strengthen customer confidence, and increase conversions.
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This service is designed for business owners, operators, buyers, and investors who want to understand how a business is perceived before customers make contact. It helps identify opportunities to strengthen credibility, improve customer confidence, and better understand how the business compares to competitors. For buyers, it also provides insight into the company's digital presence and reputation before completing an acquisition.
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No. Mystery shopping is conducted as a normal customer interaction, allowing us to evaluate the experience as your customers naturally encounter it.
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Most engagements take 2–4 weeks depending on the number of competitors, locations, inquiry paths, and customer scenarios being evaluated.
Every customer interaction shapes your reputation. Let's discover what's working, where you're losing opportunities, and how to create a buying experience that gives customers confidence to choose your business.
Ready To See Your Business Through Your Customers' Eyes?
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