Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Post-Purchase Survey Blind Spot in Journey Maps
Most customer journey maps track every touchpoint from awareness to purchase, but then stop the moment the transaction clears. In this episode, Lucas and Luna drill into the one touchpoint that nearly every map gets wrong: the post-purchase survey. Using a real example from a mid-market DTC furniture brand, they show how poorly timed or generically-worded surveys distort the data you collect — and how a simple shift from a 'net promoter score' gatekeeper to an open-ended follow-up question at day 30 can surface cancellation triggers, upsell opportunities, and referral moments that…
The skinny
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