Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One Bank Mapped the Unconscious Customer Journey
Episode 43 of Customer Journey with Fexingo dives into a fresh angle: the unconscious journey. Lucas and Luna explore how cognitive biases—like the mere-exposure effect and status-quo bias—shape customer decisions outside conscious awareness. They unpack a case from a regional bank that added a 'digital nudge' after a mortgage application session, boosting follow-through by 22 percent. The hosts discuss how traditional journey maps miss these invisible triggers and offer a practical framework: identify routine-friction-identity moments. Listeners learn one concrete tool: the…
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