Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Word-of-Mouth Trigger
Episode 72 of Customer Journey with Fexingo explores a blind spot nearly every map has: the word-of-mouth trigger. Lucas and Luna break down how most journey maps start with awareness, but miss the moment a friend or colleague actually recommends the brand. They use the example of a mid-sized B2B SaaS company that traced referrals back to a specific Slack message, and found that 30% of new deals started with an unprompted chat. The hosts discuss why traditional surveys rarely capture this, how to add a 'referral source' node to the map, and why the real growth lever might be in the…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.