Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Where Customer Journey Maps Ignore Employee Onboarding
Most customer journey maps chart what happens after a visitor lands on your site. But what about the person who built that landing page? In episode 128 of Customer Journey with Fexingo, Lucas and Luna explore a blind spot that costs companies real revenue: the employee onboarding touchpoint. They break down how a new hire's first 30 days directly shape customer experience — using the example of a mid-sized software company that saw a 12 percent drop in first-contact resolution after shuffling its onboarding program. Lucas shares why mapping the internal journey is as critical as mapping…
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