Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Review Reply Touchpoint Most Journey Maps Overlook
Every customer journey map has a step for 'post-purchase feedback', but almost none of them include what happens after a customer leaves a public review. In this episode, Lucas and Luna unpack a 2025 study of 4,200 online shoppers showing that a direct, public reply to a review lifts repeat-purchase intent by up to 14 percent — and why most brands still treat review replies as a customer-service chore rather than a marketing touchpoint. They trace how a thoughtful reply can turn a one-time buyer into a vocal advocate, and why silence can quietly kill trust. Drawing on examples from…
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