Does your Customer Journey need reviewing to deliver word of mouth advocacy ?

For those who may be less familiar with the concept of the Customer Journey and at the risk of teaching readers to suck eggs, it can be described as the process that charts the journey from how do customers hear about your business to what makes them consider using it and deciding to use it, through to how your product or service is delivered and then the follow up after sales leading to positive reviews and customer’s advocacy if all has gone well!

Many companies I come across still do not pay sufficient credence to their customer journey and wonder why they may not have the advocacy they desire.