The Touchpoint Where Customer Journey Maps Ignore Employee Onboarding

Most customer journey maps chart what happens after a visitor lands on your site. But what about the person who built that landing page? In episode 128 of Customer Journey with Fexingo, Lucas and Luna explore a blind spot that costs companies real revenue: the employee onboarding touchpoint. They break down how a new hire's first 30 days directly shape customer experience — using the example of a mid-sized software company that saw a 12 percent drop in first-contact resolution after shuffling its onboarding program. Lucas shares why mapping the internal journey is as critical as mapping the external one, and Luna points out that the best customer experience starts before the customer ever shows up. If you're tired of journey maps that only look outward, this episode offers a practical fix. #CustomerJourney #JourneyMapping #EmployeeOnboarding #CustomerExperience #Marketing #InternalCX #Touchpoints #FirstContactResolution #EmployeeExperience #ServiceBlueprint #CrossFunctional #NewHire #FexingoBusiness #BusinessPodcast #LucasAndLuna #CustomerJourneyWithFexingo #HiddenTouchpoint #OnboardingBlindspot Keep every episode free: buymeacoffee.com/fexingo