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05: What You Don’t Measure Is Costing You Customers
05/01/2026
05: What You Don’t Measure Is Costing You Customers
Many businesses struggle with low conversion rates and customer drop-off, but lack clear data on where customers are being lost in the journey. In this episode of Customer Leak Lab, Daudi Mugabi introduces a practical approach to measuring performance across the customer journey, from initial inquiry to final decision. The focus is on Customer Leak Visibility, understanding how customers move through your sales funnel and where they disengage. You’ll learn why conversion should be viewed as a journey, not a single number, and how missing or incomplete data leads to incorrect decisions about pricing, marketing, and demand. This episode also introduces the 3-Number Leak Check, a simple framework to help you quickly identify where customers are being lost between inquiry, engagement, and decision. If your business is making changes without clear visibility into customer behaviour, this episode will help you diagnose what’s really happening and where to focus. Resources: Customer Leak Audit: Submit a question: Remember, small leaks sink big ships. Don’t ignore yours. Keywords: conversion rates, customer journey, sales funnel, customer drop-off, tracking metrics
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