Mapping Your Social Media Customer Journey
You don’t need more reach — you need a less resistance.
Is your social media presence flourishing? You’re getting profile views, link clicks, and DMs, but no conversions ….. your issue isn’t content. It’s the journey after someone says “I’m interested.”
And in 2025?
People have the attention span of a goldfish and zero tolerance for confusion.
If they have to work to give you money, they’ll close the tab and go elsewhere.
That’s why customer journey mapping is one of the most important things you can do for your business. And no, it’s not just a “corporate marketing” thing. It’s what helps real humans — your customers — go from interested to purchase.
What Is Customer Journey Mapping (And Why Does It Matter)?
Customer journey mapping is the process of stepping into your customer’s shoes and walking through every touchpoint of their experience — from discovery to decision.
It helps you:
Understand where and why people drop off
Create a more seamless, friction-free path to purchase
Align your messaging across platforms and formats
Increase conversions without needing more followers or traffic
How to Audit Your Customer Journey
Let’s break it down.
1. Start with Intent
Think like your customer. Someone has:
Seen your reel
Read your caption
Clicked the link in your bio
Now what?
2. Walk Through It
Do this weekly — and honestly:
Is your link-in-bio clear and up to date?
Does your site work well on mobile?
Are your services easy to find and understand?
Are your buttons functional and obvious?
Do you have too many steps to book or buy?
If you’re getting DMs like:
“How do I book?”
“What time is the class?”
“I can’t find your product page”
That’s not a win — that’s a signal of lost sales happening silently behind the scenes. For every person who messages you a question, you’ve lost 10 sales to customers who couldn’t be bothered.
Common Gaps That Hurt Your CX (Customer Experience)
Broken links or outdated offers
Clunky pop-ups that block navigation or can’t be closed easily
Too many steps to get to a booking page or checkout
Inconsistent branding or messaging between socials and website
Poor mobile UX (scrolling forever, unclear menus, slow load times)
Tools for DIY Journey Mapping
If you're a DIY founder and want to clean this up yourself — here's where to start:
Link tracking & analytics
Bit.ly (track link clicks)
Google Analytics (monitor site drop-offs, page paths)
Website behaviour tracking
Hotjar (heat maps and session recordings)
Lucky Orange (user journey insights + live chat)
Bio & link-in-bio tools
Linktree (basic but clean)
Later’s Link in Bio (lets you match Instagram content to a clickable site)
Booking & checkout flow
Calendly (automated scheduling)
Acuity Scheduling (service-based bookings)
Shopify (streamlined ecommerce experience)
Stripe (clean, secure payment gateway)
Mobile optimisation checkers
Google Mobile-Friendly Test
Final Notes
You’ve done the hard part: building trust, getting people to care, showing up online.
But if the experience after that doesn’t hold up? You’re leaving money on the table — and it’s 100% fixable.
Customer journey mapping is what turns followers into buyers.
Curious browsers into paying clients.
Supporters into brand advocates.
And while this blog gives you the tools to start, we do this for a living.
So if you're feeling overwhelmed or just want to get it right the first time?
