Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The One Touchpoint Journey Maps Almost Always Ignore the Employee
Most customer journey maps stop at the transaction. But the employee who rings you up, unpacks the delivery, or answers the support chat is a touchpoint that can make or break the experience. Lucas and Luna explore how companies like REI and Zappos deliberately design employee-facing moments into their journey maps — and what happens when they don't. They dig into a specific study from the Temkin Group showing that companies with high employee engagement score 1.5x higher on customer experience benchmarks. Plus, a practical example of how a mid-sized retailer mapped the employee's…
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