Fexingo
Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Every customer interaction is a thread in a larger narrative. Lucas and Luna examine how brands map the journey from first click to final loyalty, using real examples like Warby Parker's home-try-on funnel and Spotify's personalized onboarding. They discuss where touchpoints break, how attribution models mislead, and why the journey rarely follows the neat flowchart. Lucas traces a B2B buyer's path through six-stage nurture sequences; Luna challenges whether 'omni-channel' is achievable or just a costly myth. They break down Net Promoter Score versus Customer Effort Score, and debate whether r...
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Episodes
Why Attribution Models Lie About Your Best Channels 22.05.2026 7:18
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...
Why Unengaged Touchpoints Are Costing You Customers 21.05.2026 9:01
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...
Why the Post-Purchase Moment Is Your Best Marketing Channel 21.05.2026 8:18
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...
The Customer Journey Is Not a Funnel Anymore 19.05.2026 5:30
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...
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