Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Voice of Customer Unstructured Feedback
Episode 116 of Customer Journey with Fexingo examines the gap between structured survey data and unstructured customer feedback—open-ended comments, support transcripts, social posts. Lucas and Luna explore why most journey maps ignore this rich signal and how one mid-size retailer (Outdoor Supply Co.) used natural language processing to surface a critical drop-off point their map had hidden: the product-comparison page. They walk through the specific trigger—customers writing phrases like 'not sure which is better'—and how the company added a comparison tool that lifted conversion…
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