How Customer Journey Maps Miss the Social Listening Gap

Lucas and Luna explore a blind spot in most customer journey maps: the social listening gap. They examine how brands overlook the unstructured chatter on platforms like Reddit, X, and TikTok where customers discuss problems, workarounds, and competitors before ever hitting a brand's owned channel. Using the case of a mid-size software company that scanned subreddits to discover a feature request driving churn, they show how layering social listening onto traditional journey mapping can reveal early signals. The episode walks through the company's process: finding the thread, correlating sentiment with drop-off, and deploying a fix that reduced churn by 18 percent in three months. Lucas and Luna also discuss the tension between structured survey data and raw social conversations, and why smart brands are treating Reddit as a focus group. #CustomerJourneyMapping #SocialListening #Reddit #ChurnReduction #Marketing #FexingoBusiness #BusinessPodcast #UnstructuredData #FeatureRequests #SubredditResearch #BrandMonitoring #UserResearch #ProductFeedback #CustomerInsight #SocialMediaIntelligence #QuantitativeData #QualitativeData #JourneyMapBlindSpots Keep every episode free: buymeacoffee.com/fexingo