Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Unengaged Touchpoints Are Costing You Customers
Lucas and Luna explore a hidden problem in customer journey mapping: the 'silent touchpoints' that don't drive action but still drain resources. Using a real-world example from a mid-market B2B software company, they show how a six-month audit revealed that 40% of touchpoints in their mapping were redundant or unengaged — leading to a 15% drop in conversion after pruning. The hosts dissect the methodology behind touchpoint engagement scoring, why most maps prioritize volume over value, and how to identify the 20% of touchpoints that generate 80% of outcomes. They also touch on…
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