Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Missed Touchpoint in Your Social Media DMs
In this episode of Customer Journey with Fexingo, Lucas and Luna dig into a touchpoint that almost every journey map leaves blank: the social media direct message. They explore why DMs are not just a customer service channel but a pivotal moment where brand perception is shaped, using the example of a small coffee roaster that turned a complaint into a loyal customer. They discuss the psychology of the 'private inbox', the difference between public replies and private resolutions, and how brands can map this touchpoint into their journey to reduce churn and build advocacy. With…
The skinny
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