Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How To Design For The Silent Friction In Customer Journeys
Most marketing teams map the happy path—the ideal customer journey where every click leads to a conversion. But what happens when that path breaks? This episode explores the concept of silent friction, those invisible moments where customers don't complain but simply leave. We look at how major retailers and service providers are identifying these drop-off points not through surveys, but by analyzing behavioral data gaps. Lucas and Luna discuss why mapping failure is more valuable than mapping success, and how small adjustments in digital handoffs can recover lost revenue without…
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