Why Your Customer Journey Map Is Probably Wrong

In this episode of Customer Journey with Fexingo, Lucas and Luna tackle a hidden flaw in most customer journey maps: they're based on the company's internal view, not the customer's actual experience. Using the example of a B2B software company that discovered its sales-driven map ignored a critical research phase where customers spent 70% of their time, they reveal how biased mapping leads to misallocated marketing budgets. Lucas explains a simple fix: building a 'moment map' from customer interviews instead of sales team assumptions. They also discuss a case where a retailer found that its post-purchase survey touchpoint was actually driving churn because the survey itself was poorly timed. The episode includes a practical three-step process to audit your own journey map and avoid common pitfalls like over-weighting easy-to-track channels. Listeners will walk away with a concrete framework to test whether their map reflects reality—or just internal wishful thinking. #CustomerJourney #JourneyMapping #MarketingStrategy #CustomerExperience #CX #Touchpoints #MarketingAttribution #B2BMarketing #RetailMarketing #MomentMap #CustomerResearch #ChurnReduction #MarketingROI #DataDrivenMarketing #CustomerBehavior #FexingoBusiness #BusinessPodcast #MarketingPodcast Keep every episode free: buymeacoffee.com/fexingo