Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing

Lucas and Luna explore a hidden friction point in modern customer journeys: the gap between offline browsing and online purchase. Using a real-world example of a furniture retailer, they break down how journey maps miss the attribution chain when customers start in-store but convert via mobile. Lucas shares data from a 2025 study showing 47 percent of furniture buyers begin in-store but finish onl...

In this episode of Customer Journey with Fexingo, Lucas and Luna explore a critical yet often overlooked touchpoint: the cancellation or unsubscribe flow. Drawing on recent research and real-world examples, they discuss why companies hide cancellation options, how a friction-free exit can actually increase long-term customer lifetime value, and what brands like Netflix and The New York Times get r...

Most customer journey maps end at 'purchase' or 'retention.' But what about the moment a customer decides to leave? In this episode, Lucas and Luna dig into the unsubscribe flow — the series of screens and emails that happen when someone clicks 'cancel my subscription.' They walk through a real example: a meal-kit service that made unsubscribing so painful it went viral on Reddit, losing not just...

Lucas and Luna drill into a customer journey blind spot that even sophisticated subscription businesses overlook: the pause flow. They walk through how brands like Peloton and HelloFresh handle — or fail to handle — the moment a customer wants to freeze their subscription instead of cancelling. Lucas shares data from a 2025 Recharge survey showing that 43% of subscribers who pause never return to...

In this milestone 100th episode, Lucas and Luna tackle a blind spot in customer journey mapping that plagues B2B companies: the reorder portal. While most journey maps focus on the first purchase or the post-purchase experience, they ignore the boring, high-stakes moment when an existing customer logs in to reorder supplies. Using the example of a mid-sized chemical distributor that redesigned its...

Episode 99 of Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing. Lucas and Luna unpack a touchpoint most journey maps ignore: the influencer unboxing video. Lucas cites data showing that 41% of Gen Z shoppers say an influencer's unboxing directly influenced a purchase, yet only 9% of brands map that moment as a formal touchpoint. They discuss why traditional mapping...

Most customer journey maps assume the buyer lands on your website, explores, and buys. But a huge and growing segment of shoppers never visit your site at all—they discover, research, and purchase entirely inside social platforms like TikTok Shop and Instagram Checkout. In this episode, Lucas and Luna break down a 2025 case study from a direct-to-consumer skincare brand that saw 40% of its revenue...

Episode 97 of Customer Journey with Fexingo reveals a blind spot in most journey maps: the mobile app deep link. Lucas and Luna explore how a simple deep link—sending users directly to a specific in-app screen from a push notification, email, or ad—can dramatically improve conversion and reduce friction. They use the example of a retail app where a 'flash sale' notification that deep-linked to the...

Most customer journey maps stop at the transaction. But the employee who rings you up, unpacks the delivery, or answers the support chat is a touchpoint that can make or break the experience. Lucas and Luna explore how companies like REI and Zappos deliberately design employee-facing moments into their journey maps — and what happens when they don't. They dig into a specific study from the Temkin...

In this episode of Customer Journey with Fexingo, Lucas and Luna tackle a blind spot in most customer journey maps: the employee touchpoint. They explore how a single negative interaction with a frontline employee can undo months of marketing spend, using the 2024 CrowdStrike outage as a case study. Lucas explains why most maps stop at the transaction and miss the human element, and why the employ...

Lucas and Luna dive into a neglected touchpoint in most B2B customer journey maps: the procurement portal. They walk through a real example—a mid-market SaaS company that lost a six-figure contract because their beautiful marketing-led journey map stopped at 'demo booked' and never accounted for the procurement team's compliance checklist, security questionnaire, and vendor portal. They discuss ho...

In this episode of Customer Journey with Fexingo, Lucas and Luna explore a critical blind spot in journey mapping: the voice customer journey. They dissect how mobile carriers like Verizon and T-Mobile lose customers at the IVR handoff, citing a 2026 JD Power study showing that 65% of callers hang up during automated transfers, costing carriers an estimated $3.2 billion annually in churn. Lucas ex...

Most customer journey maps stop at 'product delivered.' But the unboxing experience is a critical touchpoint that shapes brand perception and drives social sharing. In this episode, Lucas and Luna explore why brands like Apple and Nintendo invest heavily in unboxing, how a poor unboxing can tank post-purchase satisfaction, and what marketers can learn from the psychology of anticipation. They disc...

Most customer journey maps stop at purchase or repeat purchase. But what about the cancellation flow? In this episode, Lucas and Luna dive into why the subscription cancellation experience is a critical touchpoint that journey maps routinely overlook. Lucas breaks down how one major streaming service redesigned its cancellation funnel and saw a 15% reduction in churn within two quarters. They disc...

Every customer journey map includes a chatbot. But most maps stop at the chatbot interaction and never trace what happens after the bot escalates to a human. This episode examines the 'handoff gap'—the moment a customer spends three minutes retyping everything they already told the bot. Lucas and Luna break down a real case: a mid-market SaaS company that redesigned its chatbot-human handoff and l...

Lucas and Luna dig into a specific pain point in the customer journey — the abandoned cart email — and explain why most of them fail. They break down the data: average open rates hover around 40 percent, but click-through rates are often below 5. The real problem, they argue, is that marketers treat the cart abandonment touchpoint as a single generic blast rather than a multi-step behavioral seque...

In Episode 88 of Customer Journey with Fexingo, Lucas and Luna explore a blind spot in most customer journey maps: the micro-conversion moment. Lucas points to a specific example from a direct-to-consumer mattress brand, where a single 'click to see bed-in-a-box weight' page visit correlated with a 23% higher purchase rate within 48 hours. They discuss how traditional journey maps aggregate users...

In this episode, Lucas and Luna tackle a blind spot in nearly every customer journey map: the pre-order or pre-sale waiting period. They use the example of a limited-edition sneaker drop to show how the anxiety, anticipation, and community chatter that happens between announcement and availability creates a massive touchpoint that drives future loyalty and conversion. Lucas shares data from a 2025...

Most customer journey maps track every touchpoint from awareness to purchase, but then stop the moment the transaction clears. In this episode, Lucas and Luna drill into the one touchpoint that nearly every map gets wrong: the post-purchase survey. Using a real example from a mid-market DTC furniture brand, they show how poorly timed or generically-worded surveys distort the data you collect — and...

In episode 85, Lucas and Luna examine a critical but often neglected touchpoint in customer journey mapping: the unboxing experience. While most journey maps stop at delivery confirmation or the first product use, the hosts argue that the physical unpacking moment can make or break brand perception. They discuss data from a 2025 consumer survey showing that 72 percent of shoppers who posted an unb...

Episode 84 of Customer Journey with Fexingo. Lucas and Luna drill into the most ignored touchpoint in most journey maps: the moment after a customer buys and before they've actually received or used the product. They use the example of a direct-to-consumer mattress brand that sent a handwritten note and a small care kit during the delivery window — and saw a 12 percent lift in repeat purchase with...

In episode 83 of Customer Journey with Fexingo, Lucas and Luna examine a blind spot in most customer journey maps: what happens after a customer cancels. They unpack research from the Journal of Marketing showing that 67% of companies stop communicating after cancellation, forfeiting a re-activation window that could recover 15-25% of churned subscribers. Using examples from meal-kit company Hello...

Most customer journey maps stop at the first sale, but a growing number of consumers now enter the journey again as resale buyers. In this episode, Lucas and Luna examine how brands like Patagonia and IKEA have built dedicated touchpoints for pre-owned purchases, and why traditional maps miss the repurchase loop entirely. They explore the Resale Consumer survey finding that 62% of shoppers now con...

In Episode 81 of Customer Journey with Fexingo, Lucas and Luna dive into a touchpoint most journey maps ignore: the offline return. Using a case study from a mid-tier apparel retailer, Lucas reveals that 23% of online buyers who return in-store never buy again — a blind spot that costs millions. They explore why return friction is invisible in standard mapping, how it breaks the loyalty loop, and...

In this episode of Customer Journey with Fexingo, Lucas and Luna discuss a blind spot in most journey maps: the handoff from online inquiry to offline sales rep. Using the example of a mid-market SaaS company that lost 40% of leads during that transition, they explore why this moment gets overlooked, how rep behavior creates friction, and what a simple 'handoff audit' revealed. Lucas shares data f...