Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Your Customer Journey Map Needs a Friction Audit
Episode 20 of Customer Journey with Fexingo dives into friction audits—a systematic way to identify and remove customer journey obstacles. Lucas and Luna explore how a mid-market SaaS company, ProjectFlow, cut trial-to-paid conversion by 18% by auditing just three touchpoints: the signup form, the onboarding email sequence, and the first in-app experience. They break down the audit method, why most teams focus on the wrong friction points, and how to prioritize fixes based on drop-off impact. Plus, a practical framework for running your own friction audit in under a week. No fluff, just…
The skinny
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