Think of the Customer Journey as a roadmap detailing how your client becomes aware of your business, how and when they interact with you, on the phone, messenger, email. When they visit you, through to when they leave and everything in-between; round to when they come again.

I’ve seen some really great highs, but also some dreadful lows in my 35 years in the industry. It is the challenges I had during those 35 years that made the lockdowns easier to face.