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 how to add a 'procurement lane' to journey maps, what data to pull from existing closed-lost analyses, and one simple change—a pre-filled security questionnaire—that can cut procurement friction by 40 percent. Practical takeaways for marketers who sell into regulated industries or enterprise accounts.

#CustomerJourney #B2BMarketing #ProcurementPortal #JourneyMapping #Marketing #FexingoBusiness #BusinessPodcast #Touchpoints #SaaSMarketing #EnterpriseSales #VendorOnboarding #SecurityQuestionnaire #SalesFunnel #B2BSales #RevenueOperations #Procurement #Compliance #ClosedLost

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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 explains why most maps treat phone support as a single 'call center' touchpoint, ignoring the cascading friction of language detection, menu depth, and hold time. Luna asks about better mapping techniques, and Lucas details a specific fix used by a regional carrier that reduced dropped calls by 22%. The episode closes with a brief, organic note on listener support that keeps the show ad-free.

#CustomerJourney #JourneyMapping #VoiceCustomerJourney #IVR #CallCenter #CustomerExperience #Churn #Verizon #TMobile #JDPower #CX #Marketing #BusinessPodcast #FexingoBusiness #Podcast #CustomerRetention #TouchpointMapping #VoiceChannel

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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 discuss a 2025 study showing that 42% of customers post unboxing content on social media, and why journey maps need a dedicated 'delight check' after delivery.

#CustomerJourney #UnboxingExperience #PostPurchase #Marketing #CustomerExperience #JourneyMapping #BrandLoyalty #SocialProof #MomentMarketing #ProductUnboxing #Apple #Nintendo #PackagingDesign #Delight #FexingoBusiness #BusinessPodcast #Touchpoints #CustomerDelight

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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 discuss the psychology of friction, the role of 'save offers,' and how mapping the exit path reveals insights that improve retention across the entire customer lifecycle. If you've ever wondered why some companies make cancellation easy while others hide the button, this episode is for you.

#CustomerJourney #JourneyMapping #SubscriptionChurn #CancellationFunnel #RetentionStrategy #CustomerExperience #Marketing #ChurnReduction #SaveOffer #ExitFriction #StreamingService #CustomerLifecycle #TouchpointMapping #BehavioralEconomics #FexingoBusiness #BusinessPodcast #MarketingPodcast #CX

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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 lifted customer satisfaction scores by 18 points. They share a simple fix: structured data pass-through, not a copy-paste summary. If your journey map treats the bot and the human as separate touchpoints, you are missing the friction that drives customers away. Learn how to map the handoff as a single continuous experience.

#ChatbotHandoff #CustomerJourneyMap #TouchpointGap #ConversationalUX #CustomerExperience #ServiceDesign #BotToHuman #JourneyMapping #CXMetrics #SaaS #SupportFriction #DataPassThrough #CSAT #MappingMistakes #Marketing #FexingoBusiness #BusinessPodcast #CustomerJourneyWithFexingo

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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 sequence. They walk through three specific tactics — dynamic product recall, time-of-day send optimisation, and subject-line personalisation with urgency — and cite a case from a DTC luggage brand that lifted recovery revenue by 27 percent just by splitting their one-email flow into a three-email sequence triggered by exit intent. The episode closes with a practical takeaway for any marketer mapping their post-exit touchpoints.

#AbandonedCart #CartAbandonment #EmailMarketing #CustomerJourney #Marketing #DTCBrands #Ecommerce #OpenRates #ClickThroughRates #BehavioralEmail #ExitIntent #DynamicContent #Personalization #UrgencyMarketing #LuggageBrandCase #RevenueRecovery #FexingoBusiness #BusinessPodcast

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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 into broad stages like 'Awareness' or 'Consideration', missing nuanced actions that signal intent. The hosts also touch on a 2025 study from a behavioral analytics firm showing that tracking micro-conversions—like toggling a size guide or opening a live chat—improves forecast accuracy by nearly 40% compared to stage-based models. They walk through how to identify these moments in your own analytics and adjust your mapping approach without overcomplicating it.

#MicroConversion #CustomerJourneyMapping #BehavioralAnalytics #DTCBrands #IntentSignals #MarketingAnalytics #ConversionOptimization #UserBehavior #FexingoBusiness #BusinessPodcast #CustomerExperience #JourneyMapping #Touchpoints #MultiChannelMarketing #DataDrivenMarketing #MarketingStrategy #PodcastMarketing #Episode88

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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 study showing that brands that build a countdown or insider community during this phase see 22% higher repeat purchase rates. Luna pushes back on the resource cost, and together they explore lightweight tactics like SMS previews and referral bonuses. Listeners will walk away with one actionable fix to add to their own journey maps.

#PreOrderMarketing #CustomerJourney #JourneyMapping #TouchpointStrategy #SneakerDrop #LimitedEditionLaunch #AnticipationMarketing #SMSMarketing #CustomerLoyalty #PreSaleFunnel #MarketingBlindSpot #CommunityBuilding #CountdownCampaign #BrandNarrative #Marketing #BusinessPodcast #FexingoBusiness #Fexingo

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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 how a simple shift from a 'net promoter score' gatekeeper to an open-ended follow-up question at day 30 can surface cancellation triggers, upsell opportunities, and referral moments that maps currently miss. Lucas walks through the numbers: the brand saw a 23 percent reduction in 60-day churn after moving its survey from day 3 to day 30 and adding a single question about product setup. Luna pushes back on whether better timing alone fixes bad question design. They close on why the survey touchpoint is less about data collection and more about signaling to the customer that you still care after the transaction. Episode 86 of Customer Journey with Fexingo.

#PostPurchaseSurvey #CustomerJourneyMapping #DTCBrand #ChurnReduction #SurveyTiming #NetPromoterScore #TouchpointBlindSpot #MarketingStrategy #CustomerExperience #RetentionMarketing #UpsellOpportunity #ReferralTrigger #FurnitureBrand #JourneyMapMistake #Day30Survey #OpenEndedQuestions #FexingoBusiness #BusinessPodcast

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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 unboxing video did so within the first six months of a new brand relationship, and how brands like Glossier and Apple have engineered packaging to amplify shareability. Lucas and Luna contrast these deliberate designs with the typical journey map that treats 'package arrives' as a single binary checkbox, missing the emotional nuance and social amplification potential. They offer practical mapping tips, including creating a sub-map for the unboxing micro-journey and measuring sentiment at the tape-cut moment. The episode includes a brief, organic listener-support segment tied to the value of these practical marketing insights.

#CustomerJourneyMapping #UnboxingExperience #MarketingStrategy #Touchpoints #CustomerExperience #PackagingDesign #BrandLoyalty #SocialMediaMarketing #UserGeneratedContent #EmotionalMarketing #RetentionStrategy #PostPurchase #Glossier #Apple #ConsumerBehavior #FexingoBusiness #BusinessPodcast #Marketing

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