Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The One Touchpoint Most Journey Maps Miss the Social Proof Gap
Most customer journey maps track clicks, opens, and purchases. But they miss the moment a prospect opens a separate tab to search 'is this company legit?' before converting. This episode examines the social proof gap — that unowned, unmapped window between consideration and decision. Lucas breaks down a 2025 study of 3,000 US consumers showing that 68 percent check third-party reviews or social mentions between clicking an ad and buying. They discuss how brands like Warby Parker and Zocdoc engineer this moment deliberately, while most companies leave it to chance. Luna challenges…
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