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Why Journey Maps Miss the Influencer Unboxing Touchpoint
Episode 99 of Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing. Lucas and Luna unpack a touchpoint most journey maps ignore: the influencer unboxing video. Lucas cites data showing that 41% of Gen Z shoppers say an influencer's unboxing directly influenced a purchase, yet only 9% of brands map that moment as a formal touchpoint. They discuss why traditional mapping treats unboxing as a post-purchase afterthought, not a pre-purchase trigger for others. Luna challenges whether brands can control the narrative when unboxings go viral for the wrong reasons…
The skinny
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