Test the Customer Experience End-to-End

You set up your digital presence — but does it actually work?

This guide is about pretending you're the customer. Go through your own journey. Validate your social media pages. Google yourself. Message yourself.

You'll be surprised what you find.

Why this matters

Most small businesses set and forget.

Create a Google business profile, make an Instagram page - and never check if it actually works for someone trying to book or reach out.

If there's friction, confusion or something broken, customers won't tell you - they'll just go somewhere else.

Search:

✅ Can you find your business quickly?
✅ Does your Google Business Profile appear?
✅ Does the info match your site and socials?

Use all your channels:

✅ Did the message go through?
✅ Did you get notified?
✅ Does your auto-reply (if any) sound professional?

If you offer a service, try booking it as a fake customer.

What does a customer see after they reach out?

✅ Do they get a confirmation email or message?
✅ Does it say when you'll reply or what happens next?
✅ Is there a typo or awkward phrasing?

Even better: ask a friend (or stranger) to try booking or messaging you, and don't help them.

Just watch. Ask:

You'll never notice the broken link, missing button or awkward tone if you don't go through it yourself.

A 15-minute test like this can reveal:

Recap the entire series

That's it for now! Your digital foundations are set.