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

Most marketers trust their attribution reports to tell them which channels drive conversions. But Lucas and Luna reveal why those reports are often dangerously misleading. They examine a 2024 case study from a mid-market DTC skincare brand that found its highest-converting channel, Instagram ads, was actually its worst-performing when measured incrementally. Using a meta-analysis of 178 A/B tests...

Lucas and Luna explore a hidden problem in customer journey mapping: the 'silent touchpoints' that don't drive action but still drain resources. Using a real-world example from a mid-market B2B software company, they show how a six-month audit revealed that 40% of touchpoints in their mapping were redundant or unengaged — leading to a 15% drop in conversion after pruning. The hosts dissect the met...

In this episode of Customer Journey with Fexingo, Lucas and Luna unpack a counterintuitive insight: the most powerful marketing channel isn't a Facebook ad or a Google search — it's the moment after a customer buys. Drawing on a 2024 study showing that 65% of repeat purchases come from customers who receive a personalized post-purchase email within 24 hours, they examine how companies like Chewy a...

In the debut episode of Customer Journey with Fexingo, Lucas and Luna revisit the classic marketing funnel through the lens of a single data point: the average US consumer now uses nine touchpoints before making a purchase decision, up from five just a decade ago. Using the example of a DTC mattress brand, they explore how mapping non-linear journeys — from Instagram ad to third-party review site...