Digital Growth Diagnostic

Why are interested customers not buying or returning?

A review of how you attract customers, where they stop progressing and what the numbers can tell you. It identifies which growth problems to investigate or address first.

Tell us what is not working

Who this is for: Marketing and digital leaders investing in acquisition without enough confidence in the commercial return.
When this helps: Customer interest is not producing enough qualified enquiries or sales, and you cannot confidently explain why.
Decision at the end: A prioritised list of growth issues, the evidence or measurement work needed, named responsibilities and a defined next step.

Value path

Relevant demand → revenue and retention

The problem: You attract interest but too few customers take the next step. Disconnected reports make it difficult to see where or why they leave.
Evidence we need: Your audience, offer and growth goal; available search, advertising, customer journey and sales records; metric definitions; and time with the people who can explain the findings and act on them.

Assess → Transform → Operate → Scale

Understand the problem before deciding what to change.

This engagement covers Assess. Transform, Operate and Scale each need a separate scope and approval. An assessment recommendation does not commit you to later work.

Assess
Understand the problem
Check the evidence and how the work happens. Decide which problem needs attention first.
Transform
Put the change into practice
Agree the scope, responsibilities and success measures, then implement the chosen changes.
Operate
Make the change hold
Support the change in day-to-day use and review whether it is delivering the intended result.
Scale
Repeat what works
Use results from day-to-day work to decide what to improve or extend, retaining the conditions that made it work.

Best for

Marketing and digital leaders investing in acquisition without enough confidence in the commercial return.

Boundaries and responsibilities

When this helps: Customer interest is not producing enough qualified enquiries or sales, and you cannot confidently explain why.
Why it matters: Looking at channels, customer experience and measurement together helps you choose where to invest, rather than improving a channel metric that leaves the real problem untouched.
What you can decide: A prioritised list of growth issues, the evidence or measurement work needed, named responsibilities and a defined next step.
What is included: Agree the growth goal, audience or journey, channels and commercial measures.
Review acquisition, search, paid activity, customer journeys, conversion, measurement, attribution and competitive position.
Investigate where channels and customer experience combine to limit growth, recording what the evidence can and cannot show.
Recommend priorities, responsibilities and measurement requirements.
What we need from you: Your growth goal, priority audience or offer, key customer journey and decisions to be made.
Current channel plans, landing pages, journey records, KPI definitions and reporting.
Read access to agreed analytics, advertising, search and reporting sources, with relevant definitions.
Working sessions with marketing, digital and customer journey leads to check the findings and practical next steps.
Your responsibilities: Agree the audience, offer, customer journey, growth goal and decision-makers in scope.
Provide read access to the agreed search, advertising, analytics and customer journey records, including available definitions.
Check the context behind the findings and decide what to act on or investigate further.
Decision criteria: Relevance: does the issue affect the agreed growth goal and customer journey?
Evidence: can the finding be traced to a source, with its limits stated?
Potential value: could fixing the issue improve customer quality, progression, conversion or decisions?
Feasibility: is someone responsible, and can the required work be carried out?
Measurement: is there a success measure, or does measurement need fixing first?
Before you commit further: Proceed when the evidence supports a relevant growth issue and someone is responsible for acting.
Validate when the issue matters but measurement or customer journey evidence is incomplete.
Defer when another priority or unresolved decision must come first.
Stop when the proposed change does not support the agreed growth goal.
What is not included: Campaign execution, media buying, SEO content production, website or landing-page implementation and conversion-rate optimisation delivery.
New tracking or dashboard builds, data engineering, attribution modelling beyond the available evidence and ongoing performance reporting.
A whole-business transformation, technology opportunity portfolio or operating-model assessment; these belong in the broader Business Growth & Technology Opportunity Assessment.
Execution and recurring Search & Digital Growth support; these are separately scoped after the diagnostic priorities and measurement requirements are accepted.
How this differs: Examines digital growth from customer acquisition through to conversion and measurement.
Connects findings across channels and customer experience so you can choose what to address first.
More focused than the Business Growth & Technology Opportunity Assessment. It does not assess the full transformation, technology or operating agenda.

What we examine

01Organic search and answer-engine visibility
02Paid acquisition strategy
03Landing and customer journeys
04Conversion friction
05Measurement and attribution
06Competitive digital position

What you receive

01
A brief covering the agreed growth goal, customer journey, evidence and measurement limits
02
Findings across search, paid acquisition, customer experience, conversion and competitive position, with supporting evidence
03
An issue register showing the channel or journey affected, business implication, confidence and person responsible for checking each finding
04
A record of measurement and attribution gaps that prevent reliable comparison or decisions
05
Prioritised growth recommendations and a roadmap based on business relevance, evidence and feasibility
06
A handoff covering next actions and the requirements for separately scoped implementation

How it works

01
Agree the growth goal, audience or journey, channels, measures and decision-makers.
02
Review the available evidence and record gaps and limits.
03
Follow customers from acquisition to conversion and identify where progress is lost.
04
Compare the issues by business relevance, evidence, feasibility and measurement needs.
05
Present the priorities, roadmap and responsibilities, separating implementation for its own scope.

What happens next

Decide what to do next.

You receive agreed growth priorities, responsibilities and measurement requirements. Campaign work, tracking fixes, conversion optimisation or ongoing Search & Digital Growth support is scoped separately once you accept those priorities.

Tell us about the problem