Why Unengaged Touchpoints Are Costing You Customers

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Why Unengaged Touchpoints Are Costing You Customers

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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 the tension between brand awareness and measurable ROI, and offer a practical framework for conducting a touchpoint audit without expensive tools. This is episode three of Customer Journey with Fexingo, part of the Fexingo Business podcast network. #CustomerJourney #TouchpointMapping #MarketingStrategy #B2BMarketing #MarketingAudit #ConversionRate #ROI #UnengagedTouchpoints #MarketingEfficiency #CustomerExperience #JourneyMapping #LucasAndLuna #FexingoBusiness #BusinessPodcast #MarketingTips #DataDrivenMarketing #TouchpointOptimization #Podcast Keep every episode free: buymeacoffee.com/fexingo

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