Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Competitive Switching Moment
Episode 42 of Customer Journey with Fexingo tackles a blind spot in most maps: the moment a prospect actively considers a competitor. Lucas and Luna break down the 'competitive switching moment' using a real example from the B2B software space — how a mid-market CRM company lost deals not on features, but because their journey map stopped at sign-up. They discuss why most maps assume a linear path from awareness to purchase, when in reality buyers often pause, price-shop, or test a rival mid-funnel. The hosts share a simple fix: adding a 'comparison node' to the journey…
The skinny
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