Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How To Design For Customer Silence
Most marketing models obsess over noise: clicks, opens, conversions. But what happens when the customer goes quiet? In this episode, we explore the critical 'silent phase' of the customer journey—the period where interest exists but action stalls. Using a case study from a major fintech company that redesigned its onboarding flow to respect user hesitation, we uncover how reducing cognitive load and offering 'permission to pause' can increase activation rates by twenty-two percent. Lucas and Luna break down why silence isn't failure, it's processing, and how…
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