More than once in recent weeks, I've been floored by the number of times I experience a fantastic “top of the funnel” moment and get to know a brand with awesome marketing, only to get to the purchase phase and become let down.

 

If your marketing is stellar but your customer is experiencing pain points after buying, there is a disconnect. And that disconnect breaks trust fast.

 

It doesn't have to be this way! Make it a smooth pathway from brand awareness all the way to purchase and beyond.

 

 

If your marketing says “fast turnaround” or “personalized service,” you better back it up. Review your messaging and make sure your customer journey actually delivers on what you’re promising.

 

Your emails, website, order confirmation, follow-up messages, and even how your team replies to DMs—should all sound like you. If you’re fun and friendly in your marketing, don’t turn robotic after the sale.

 

Don’t make people wonder what happens next. Whether it’s a welcome email, a thank-you page, or a how-to guide, have a clear, simple post-purchase or post-signup experience that feels polished.

 

There’s nothing worse than clicking around for 15 minutes just to find an email address. If your marketing says “we care,” then caring should be obvious when someone has a problem.

 

5️⃣ Collect Feedback (and actually use it)

Ask what went well. Ask what didn’t. Then close the loop by adjusting your systems and improving the experience. Your best insights will come straight from your customers' mouths.

 

Marketing might be what draws people in, but experience is what makes them stay, return, and refer. If you want loyal customers, make sure the inside of your business matches the outside.

If you want to audit your own customer experience and make sure it’s aligned with your marketing, I’d love to help. Just hit reply and let’s chat.