Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Dark Social Sharing Moment
Episode 55 of Customer Journey with Fexingo dives into dark social—the private sharing of links via messaging apps, email, and encrypted channels that never appears in analytics. Lucas and Luna unpack why traditional journey mapping overlooks this massive blind spot, using the example of a direct-to-consumer mattress brand that discovered 40% of its referral traffic came from WhatsApp and iMessage. They explore how to infer dark social behavior through shortened link analysis, referral pattern shifts, and post-purchase surveys. The episode closes with a real framework for adding a 'dark…
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