Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Where Your Customer Journey Map Ignores Word of Mouth
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a hidden touchpoint that most journey maps completely miss: the moment a prospective customer hears about your brand from a friend or colleague—before they ever visit your site. They break down why this pre-awareness word-of-mouth moment is invisible to traditional mapping, how it shapes first impressions more than any ad, and what you can do to make it a deliberate part of your strategy. Using the example of a DTC mattress brand that saw a 40 percent lift in conversion by optimizing for referral conversations, they…
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