Why Journey Maps Miss the Try-Before-You-Buy Funnel

Episode 79 of Customer Journey with Fexingo tackles a blind spot many marketers overlook: the try-before-you-buy funnel. Lucas and Luna break down a specific case: how a direct-to-consumer mattress brand mapped the 'at-home trial' phase and discovered that 40% of returns happened because the delivery team didn't set up the mattress correctly. They discuss why journey maps often skip the physical logistics touchpoint, how to capture that data, and what happens when you actually fix it. Plus, a quick behind-the-scenes look at how listener support keeps the show ad-free. #TryBeforeYouBuy #CustomerJourney #JourneyMapping #DTCMattress #LogisticsTouchpoint #MarketingPsychology #ReturnsFunnel #CXBlindSpot #PhysicalRetail #HomeTrial #ConversionOptimization #PostPurchaseExperience #FexingoBusiness #Marketing #BusinessPodcast #CustomerExperience #TouchpointMapping #BehavioralEconomics Keep every episode free: buymeacoffee.com/fexingo