Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Journey Maps Miss the Silent Return to Web Search
In episode 168 of Customer Journey with Fexingo, Lucas and Luna uncover a touchpoint that almost every journey map overlooks: the moment a customer leaves a page to search your brand, product, or a competitor. Using the example of a mid-market SaaS trial, they explain why this 'escape to search' is a critical signal of intent and friction, and how mapping it can reveal hidden drop-off reasons. They discuss practical ways to capture this data, from search console to session replays, and how to design for the search moment instead of ignoring it. If you're a marketer, product…
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