Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Snooze Touchpoint
Lucas and Luna challenge a blind spot in customer journey mapping: the 'snooze' touchpoint. In episode 120 of Customer Journey with Fexingo, they examine why brands overlook moments when customers deliberately delay action—like deferring a subscription cancelation, snoozing a newsletter, or postponing a purchase decision. Using the case of a B2B software firm that found 18% of churn came from users who clicked 'remind me later' instead of actually canceling, they discuss how snooze touchpoints reveal hidden retention signals and conversion opportunities. Lucas shares how…
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