Customer journey planning

We have developed a bespoke model for customer journey planning so you can understand how, where and when prospects and customers make purchasing decisions.

It will help you to:

  • Identify ways to more effectively influence those decisions
  • Align and implement improvements
  • Use robust, proven approach to uncover new insights stimulate new ideas and identify improvements

Our proprietary Consumer Journey model has been developed by Entropy. It places the consumer at the heart of marketing planning.

Unlike the marketing funnel it understands that actual decision journeys start with a trigger and that they are non linear, non sequential and fluid.

It is a model anchored in insights around how customers select, buy and use a product / service.

A holistic strategy will drive more effective acquisition by leveraging people’s natural, evaluating and decision-making behaviors.

Our approach is bespoke to each client but will typically follow a process similar to the one below. 

Contact us and we’ll talk you through how we can use it to make your organisation more customer centric.

We also use this model in how we develop marketing strategy. You can read more about our approach  to marketing consultancy and some case studies here.  


Diagnostics Customer Journey Workshop stage 1

Identify improvements

Customer Journey Workshop stage 2

Recommend changes

Revised marketing strategy


Revised marketing plan & tactics

Accelerate growth


Contact us to find out more

Some of our team

Before Entropy Alex was the Marketing Services Director at Unilever. He has also worked in digital leadership roles at varied brands including American Express, Kellogg’s and The Post Office.

Alex Tait


10 years of experience including 7 in digital marketing. Her specialties include digital marketing strategy, aggregators, affiliates, SEM, display, programmatic display, website management and email marketing

Anooja Tawde

Performance Director

Mark is a Marketing, eCommerce and D2C Director. Mark spent 8 years at Unilever where he worked as a Marketing Director for North Asia. He has developed expertise in eComm/D2C having worked with Alibaba and Tmall in China and having lead on various D2C M&A projects.

Mark Little


Case Studies

This has been a business transformation project for a successful B2B business with the largest market share in several pet categories.
A good example of how we work with small and medium business to scale their eCommerce growth is a craft lager brand we started working with at the end of 2020.

What our clients say