The Hidden Places Where Revenue Leaks in a Customer Journey

Most revenue leaks don’t happen where teams are looking.

They don’t happen because prices are wrong or ads aren’t working.They happen quietly — in the gaps between journey moments.

Here’s where brands usually lose money without realising it.

1. Discovery Sets the Wrong Expectation

Marketing promises one thing.The website explains another.

Customers don’t bounce because they’re confused — they bounce because something doesn’t feel right.

Expectation mismatch is the first silent revenue leak.

2. PDPs Don’t Help People Decide

Product pages often inform, but don’t guide.

Customers are left wondering:

• Is this right for me?

• How does this compare?

• What happens if it doesn’t work?

Unanswered questions = stalled decisions.

3. Trust Breaks Before Checkout

Trust isn’t built at checkout — it’s built before it.

Missing clarity on:

• Returns

• Delivery

• Support

• Quality

creates hesitation right when the customer is ready to pay.

4. Post-Purchase Anxiety Kills Repeat Revenue

Order placed ≠ confidence earned.

If post-purchase communication is weak, customers feel unsure, anxious, or unsupported — and they don’t come back.

Retention leaks start right after conversion.

5. Support Is Treated as a Cost, Not a Journey

Slow responses, unclear policies, or inconsistent answers don’t just frustrate customers — they erode lifetime value.

Support experience directly impacts repeat purchase.

The Pattern Most Teams Miss

These leaks don’t show up as “bugs.”They show up as:

• Slightly lower conversion

• Slightly higher drop-offs

• Slightly weaker repeat rates

Individually, they seem small.Together, they compound.

The Takeaway

Revenue doesn’t leak because one page is broken. It leaks because journeys aren’t designed as a system.

If growth feels harder than it should, start looking between touchpoints — not just at them.