The Customer Journey Workshop

Speed up conversions, boost brand advocacy, and bring your team together

Ever feel like customer journeys are a bit of a maze?

Let’s break it down.

A customer journey is the step-by-step experience someone goes through from first hearing about you, all the way to becoming a loyal, referring customer. 

A customer journey map is a detailed visual representation of this and it’s the cornerstone tool your marketing department needs.

Carving out this resource takes deep work. But once complete, it allows you to immerse yourself in your customer’s perspective. When you do this, you can pinpoint how they feel at each stage, where they need more support, and where improvements should be made.

With all these insights, you can create connected processes and automations that help you create exceptional experiences that your customers can’t get enough of and your team love delivering.

Start thinking of your customer journey map as your compass, providing the exact coordinates you need to reach your marketing and overall business goals.

You know you have an excellent service. But your marketing strategy, processes and tech aren’t giving you the tools you need to promote or deliver it seamlessly. But something isn’t working. You have all the pieces, but the puzzle just isn’t clicking together. 

Maybe your onboarding feels clunky or the process lacks consistency and every new client ends up with a slightly different experience. Maybe your follow-ups are hit-or-miss. You might have strong marketing messaging but your CRM comms are leaving your customers feeling cold. Or you’re losing out on repeat business because your team aren’t on the same wavelength. Sound familiar?

Our Customer Journey Workshop is here to help.

In just 2.5 hours, we’ll focus on the parts of your customer journey that matter most to you – whether it’s improving client retention, creating a better offboarding and referral process, or mapping the whole journey. 

The result? A crystal-clear, actionable plan that saves time, streamlines your operations, boosts marketing ROI, and strengthens client relationships.

This isn’t about fluff or theory. It’s about giving you practical tools that work for your business right now.

With our ALIGN framework, we combine your marketing messaging, customer-centric insights and backend processes so you can get the full picture and tick off everything your customers want and need from your business.

By bringing strategy, content and operations together in one place, we make sure nothing is siloed and everything is connected.

This resource becomes a treasure trove for your team when they’re looking out for market opportunities and for new starters who need clear, comprehensive onboarding.

This workshop is perfect for teams in service-based businesses, like creative agencies and purpose-driven consultancies, that are ready to:

  • Stay ahead of the competition by improving customer experiences.

  • Increase revenue and identify exactly which marketing and CX efforts are driving sales.

  • Get their team aligned and geared up for success by fixing fragmented processes and following a clear roadmap. 

  • Turn casual clients into loyal advocates who keep coming back and referring others.

  • Get freelancers up to speed and integrated quickly and easily.

Who This Workshop is For

👆this takes you to a quick application form

Choose What Matters Most to Your Business

We know every business is unique, with nuanced processes and audiences. That’s why you get to decide where we focus:

  • Marketing: Finally understand exactly what content your potential clients need to see on their feeds and in their inboxes to be ready to work with you.

  • Retention & Re-engagement: Keep your existing clients engaged and coming back for more, and re-engage previous clients.

  • End-to-End Journey Mapping: Step back and create a full picture of your customer’s experience, from first contact to long-term loyalty.

Together, we’ll design a journey that works for your business and your clients – and gets you results.

You’ll walk away with a clear head and a clear plan, equipped with the tools and easy-to-follow next steps you need to start driving results for your business.

  • 2.5 hours ⏰

  • Virtual or in-person in the UK or Europe

  • ️Workshops are designed based on who will be in the room - max 30 people 🚶

The process

What You’ll Get:

2025 doesn’t have to be another year of muddling through unclear strategies and disconnected processes. 

It’s time to go from marketing second-guessing to marketing that feels like second nature. 

After the workshop, your team will have the foundation they need to:

  • Start creating marketing and sales activities that convert and stop doubting their next steps.

  • Save time and reduce headaches across departments by streamlining and connecting your processes.

  • Delight customers, build lasting loyalty, and encourage referrals by delivering consistent, thoughtful experiences with ease.

Working with Alex at Maybe Later has been genuinely transformational for how effective our marketing is.

Our marketing is now a wheel that turns people towards inquiring about our services. We’re in control of how quickly that wheel turns, so that if we have quieter months, we can change our marketing to get more enquiries and, in busier months, keep people warm until we have capacity.

It's really exciting to be able to predict what's going to land and what's going to create customer action. Working with Alex is the best investment we’ve made at Fireside Fundraising.

Andy King, Fireside Fundraising

What Clients are Saying

…And we’ll be in touch to confirm your workshop date

The Business Impact

Here’s what your business could look like 40 or 90 days after your workshop

    • Aligned Teams: Your marketing and customer service teams understand each other better and use the same language, reducing duplication and confusion.

    • Clarity in Content: Your marketing efforts are more targeted, with content that lands with impact at every stage of your customer journey.

    • Streamlined Processes: Onboarding and offboarding flows smoothly, saving time for your team and creating an impressive first impression with your clients.

    • Shortened Sales Cycles: Leads move through your pipeline faster because your touchpoints are customer-focused and easily flow from one stage to the next.

    • Increased Referrals: Clients are delighted with their experience and start recommending you to others, pre-qualifying referrals on your behalf.

    • Higher Retention Rates: You’ve re-engaged previous clients and nurtured existing relationships, leading to more repeat business without the extra effort.

    • Marketing ROI: Your campaigns are performing better and delivering on your goals, with a clear connection between input and results.

  • What it is:

    Your team is already great, but they could be unstoppable with the right tools. This training is tailored specifically to your business and equips your team with everything they need to:

    • Build email campaigns that connect and convert

    • Automate workflows to save time, money, and resources

    • Create personalised, compelling content that drives results

    Why it works:

    We focus on the practical tools and skills you need to fill the gaps in your current CX, empowering your team to create impactful emails from day one. Whether it’s your first campaign or your fiftieth, this training ensures every email hits the mark.

  • What it is:
    This programme is perfect for founders or leaders who want one-on-one support to refine their strategy and get the results their organisation deserves. With our coaching programme, you get:

    • Monthly 1:1 sessions

    • Up to 2 hours of documentation review between sessions

    • Ongoing Slack support for questions and brainstorming

    Why it works:
    Coaching gives you the space to reflect, sift and talk through your ideas, plan, and take action with a trusted partner by your side. We’re here to keep you accountable, provide clarity, and help you get results.

    Our approach to coaching is a blend of mentoring and hands-on practical training on the exact areas you need help with. At MaybeLater, we act as your co-pilot. What we cover during your sessions is entirely led by you and where you need support. We help you untangle the marketing shoulds, woulds, and coulds buzzing around in your brain and translate it all into a clear, achievable plan. 

    We also help you learn to trust your own voice and build your confidence, so you can reach your business goals.

Other ways to work with us

The Experience Edit.

Expect no-nonsense advice every other week on marketing, automation, and experience design—so you can focus on what matters: keeping customers and supporters happy and coming back.

📩 Sign up to get smarter about customer journeys

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