Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Appointment Booking Friction
In episode 64 of Customer Journey with Fexingo, Lucas and Luna examine a specific blind spot in most customer journey maps: the appointment booking step, especially in service industries like healthcare and auto repair. They walk through the case of a mid-sized dental chain that uncovered a 37 percent drop-off between clicking 'book now' and actually scheduling, and how mapping the micro-moments inside that flow revealed three hidden friction points. The hosts discuss why journey maps often skip internal handoffs, how calendar sync failures break trust, and why the gap between…
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