Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Social Listening Touchpoint
Episode 119 of Customer Journey with Fexingo. Lucas and Luna explore a blind spot in most journey maps: social listening. They break down how Reddit threads, Twitter mentions, and TikTok comments reveal customer friction that surveys and session recordings never catch. Lucas cites a specific case—a DTC mattress company that discovered a sizing confusion through Reddit r/Mattress that was costing them 12% of checkout completions—and explains how to build a lightweight social-listening layer into the map. They discuss tooling (Brandwatch, native platform search), cadence (weekly pulse checks…
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