Competitive Customer Journey Review
Are Customers Choosing You, or Your Competitors?
See What Customers See. Hear What Customers Hear.
See the Entire Buying Experience Through the Customer’s Eyes
Customers do not evaluate your business in isolated moments. They move from search results and websites to phone calls, emails, quote requests, follow-up, and competitor comparisons before deciding whom to trust.
A Competitive Customer Journey Review examines what customers see, what happens when they make contact, and how the experience compares with selected competitors.
The result is a clearer understanding of where confidence is built, where friction occurs, and where opportunities may be lost before a customer chooses your business.
How the Reviews Work Together
Customer Due Diligence reveals what existing customers value, trust, question, and may do next.
Digital Buying Experience examines what prospective customers see and experience before they contact the business.
Mystery Shopping evaluates what happens when a customer calls, emails, submits a form, requests information, or asks for a quote.
The Competitive Customer Journey Review connects those perspectives to show where confidence is built, where opportunities are lost, and how the business compares with competitors.
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 cannot quickly find your website or phone number, understand what you offer, or see why you are 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?
Why This Matters
Customers rarely compare businesses using only one source of information.
They notice whether your message is clear, whether your website builds confidence, how quickly someone responds, whether the sales conversation feels helpful, and how easy it is to take the next step.
A weakness at any point can create doubt and send a qualified customer to a competitor.
By reviewing the complete journey, you can identify the moments that matter most and focus improvements where they are most likely to strengthen trust, conversion, and growth.
What You Will Learn
Where customers gain or lose confidence
How your experience compares with competitors
Whether your message is clear and differentiated
Where response, follow-up, or handoffs may be breaking down
Which improvements are most likely to strengthen conversion
What should be addressed first
How We Help You Find the Answers
We Evaluate Your Customer Journey 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.
Need help with only one part of the customer journey? We'll recommend the approach that best fits your goals.
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 You'll Receive
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 & Digital Buying Experience Review – 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 & Customer Journey 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.
The Impact of a Better Customer Journey
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
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 — Receive clear priorities and practical recommendations—and if you need additional support, we'll help you implement the improvements.
Ready To See Your Business Through Your Customers' Eyes?
What Makes Mayfield Consulting Different?
Anyone Can Point Out Problems.
We Help Fix them. Anyone can review a website or conduct a mystery shop.
What makes Mayfield different is that 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.
Need a More Focused Assessment?
Not every business needs a complete Competitive Customer Journey Review.
If you're looking at only one part of the customer experience, we also offer:
Digital Buying Experience Review – Evaluate your website, online presence, reviews, competitors, and digital credibility.
Mystery Shopping – Experience your business the way customers do through phone calls, web forms, emails, quote requests, and follow-up.
Customer Due Diligence– Hear from customers directly about their experiences with your business through structured, confidential interviews.
For buyers, these services are available individually or as part of our complete Buyer Due Diligence Package.
FAQs
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A Digital Buying Experience Review focuses primarily on what customers see before contacting the business, including the website, search presence, reviews, messaging, and online credibility.
A Competitive Customer Journey Review goes further by also evaluating what happens when customers make contact and comparing the overall experience with competitors.
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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 3–5 weeks depending on the number of competitors, locations, inquiry paths, and customer scenarios being evaluated.
This Review May Be Right for You If…
You are losing business but do not know why.
Competitors appear stronger online or easier to buy from.
Leadership is relying on internal assumptions about the customer experience.
You want an outside comparison before making an investment in a business, website, marketing, sales, or service improvements.
You need a practical, prioritized view of what to fix first.
Ready to See Your Business Through Your Customers' Eyes?
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.
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