Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Customer Journey Maps Miss the Review Visibility Trap
In this episode of Customer Journey with Fexingo, Lucas and Luna explore how customer journey maps often overlook a critical post-purchase touchpoint: review visibility. They use the case of a mid-market DTC furniture brand that saw a 12% drop in repeat purchasers over three months because positive reviews were buried on third-party platforms. The hosts discuss how the brand redesigned its journey map to surface reviews earlier in the consideration phase, leading to a 22% increase in returning customers. They also touch on the broader lesson that journey maps must account for off-site review…
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