Customer Journey
Traffic is not the problem. Most businesses that reach out to me already have visitors. The problem is what happens after they arrive.
A product page that doesn't answer the question the visitor came with. A service page that builds no trust before asking for a form fill. A checkout that loses someone in the last two steps. GA4 shows you where people leave. It does not tell you why they left or what to fix.
That is what I do.
Why This Is Different
Most website work focuses on getting people to the site: SEO, ads, rankings. Understanding the customer journey starts where that work ends. The question is not how to get more traffic. The question is what is happening to the traffic you already have.
The tools are different. The questions are different. GA4 funnel reports, heatmaps, and session recordings show you behavior on the page: where people scroll, where they stop, what they click, and where they exit. That data points to problems that keyword rankings will never surface.
What This Includes
For eCommerce Stores
- Product pages: title structure, descriptions, specs, image quality, trust signals
- Category pages: navigation, filtering, sorting, how products surface
- Checkout: form fields, shipping clarity, error handling, friction at the final step
- Site search: what visitors search for vs what they actually find
- GA4 funnel analysis: where the drop-off is and what was happening on the page before it
For Service Businesses
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Service businesses have a customer journey too. It ends at a phone call or a form instead of a cart, but the same principles apply.
- Service and landing pages: does the page answer the question the visitor came with?
- About pages: does it build enough trust to move someone to the next step?
- Contact forms: number of fields, what you are asking, what happens after submission
- CTAs: clear, in the right place, matched to where the visitor is in the decision
- Mobile experience: service businesses lose a disproportionate amount of people here
How I Work
I start with data. GA4 funnel reports, heatmaps, and session recordings show me where people drop off and what they were doing on the page before they left. From there I go page by page: copy, structure, layout, CTAs. You get a prioritized list of what to fix and why. I can implement the fixes directly, not just hand you a report.
Tools: Google Analytics 4, Google Search Console, HotJar, Microsoft Clarity, CrazyEgg, Screaming Frog
What Bad Product Copy Actually Costs You
A customer called with a question about a product. While he was on the phone, I pulled up the exact page he was looking at and could see immediately what he was confused by. I fixed the description while he was still on the line. He watched the correction appear on his screen, then placed the order.
That call should have been an online conversion. Bad copy cost it, and he was one of the ones who called. Most of them just leave.
Does Any Of This Sound Familar
- You can see in GA4 where people are leaving but you do not know what is driving them off
- You have made changes to pages that seemed right but the numbers did not move
- Your traffic is steady but conversions are not keeping up with it
- Something about the page feels off but you cannot point to exactly what it is
- You are about to launch or relaunch and want the friction identified before you go live
Let's Connect
I’m open to new marketing opportunities and always up for a good conversation over coffee.
If you’re looking for a marketing professional who can hit the ground running, let’s talk.