Why You Need Outside Eyes on Your Customer Journey (Because You're Just Too Close to It!) 👀

We’ve all been there—spending countless hours building and perfecting our business processes, only to find out that customers are still getting confused, stuck, or frustrated. 🤯 We know what we meant when we wrote that email or designed that website page, but guess what? Sometimes, the way we think doesn’t translate to the people we’re trying to help. Why? Because we’re just too close to it. 🤦‍♀️

Getting a fresh set of eyes on your customer journey can make all the difference. Here’s why:

1. You’re Using Insider Language (And You Don’t Even Realize It) 🧠

As a business owner, it’s easy to fall into the trap of using industry jargon or insider language that makes total sense to you but leaves your customers scratching their heads. 🤷‍♂️ Ever been on a website where they throw around acronyms or terms that you just don’t get? That’s exactly how your customers feel when they see terms you think are totally clear. You know it inside and out, but your customers are seeing it for the first time.

An outsider can immediately spot these places where your language is too complex or specific to your industry. They’ll call out anything that doesn’t make sense or that could be said in a simpler, more relatable way. 💬

2. You’re Blind to Your Own Roadblocks 🚧

You might think your process is seamless, but when you’re inside your own business, you can easily overlook the little bumps along the way. Maybe that extra confirmation email feels necessary to you, or the two-step sign-up process seems intuitive. To a customer? It could feel like jumping through hoops just to get to the good stuff. 😤

Bringing in someone who’s never walked through your process will help you see where things slow down or get confusing. They’ll highlight those roadblocks you never noticed, helping you smooth out the journey and create a friction-free experience for your clients. 🚀

3. You’re Emotionally Attached to Your Process ❤️

Let’s face it—you built this thing from the ground up. You’ve poured your heart and soul into every step, every word, and every design element. But that emotional attachment can sometimes cloud your judgment. 😳 When you’ve spent hours tweaking a part of your customer journey, it’s hard to admit that maybe it’s not working as well as you hoped.

An outside perspective doesn’t carry that emotional baggage. They’ll give you objective feedback without the attachments, helping you improve your process in ways you might resist if left to your own devices. 🛠️

4. You Can’t See the Forest for the Trees 🌲

When you’re too close to your business, you’re looking at the little details all the time—how to phrase this button, or where to place that image. But when you’re focused on the small stuff, you might be missing bigger, more obvious problems in the overall journey. 😬

An outsider can see the big picture. They’ll look at the whole customer experience from start to finish, spotting trends and issues that might not stand out when you’re deep in the details. 🔍

5. They’ll Test the Customer Journey Like a Real Customer 🧑‍💻

Have you ever tried handing over control of your computer to someone on Zoom and watching them navigate your booking process? 😅 If not, you should. Watching someone else stumble through your system (or, better yet, breeze through it) will give you real-time feedback on what’s working and what’s not.

Fresh eyes will help you see your journey exactly as a customer would. They’ll struggle where customers would struggle, they’ll ask questions where customers would ask questions—and they’ll tell you where you’re losing people in ways you might never have considered. 💡

6. You’ll Uncover the Hidden Gold 💰

We often talk about finding lost opportunities in the customer journey, and an outside perspective can help you discover those golden opportunities. Where are you leaving money on the table? Where could you simplify the process and boost conversions? Sometimes, just a small tweak can make all the difference in improving customer retention or driving more sales. 💸

When an outsider tests your process, they’ll often see these missed chances to wow your customers or make their experience just that much better. 🎯

Final Thoughts ✨

If you want to create an amazing customer journey that converts and delights, you’ve got to get out of your own head. Bring in fresh eyes to test your process and uncover those blind spots. Sometimes the simplest feedback can lead to the biggest improvements in your business. 💥