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 within 90 days. The hosts discuss why this 'fulfillment limbo' is a golden opportunity for brand-building, how most maps treat it as a logistics black box, and why measuring delight in that gap matters more than optimizing checkout. They also touch on how Amazon's post-purchase communication sets a default expectation that smaller brands need to deliberately exceed. Recorded July 1, 2026.

#CustomerJourney #Marketing #CustomerExperience #PostPurchase #Touchpoint #JourneyMapping #DTC #BrandBuilding #CustomerDelight #Ecommerce #Fulfillment #Loyalty #CX #FexingoBusiness #BusinessPodcast #RetailMarketing #CustomerRetention #UnboxingExperience

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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 HelloFresh and a streaming service case study, they explore how a 'post-cancel journey' can identify friction, personalize win-back offers, and turn a dead end into a second chance. The conversation also touches on timing—why a 48-hour gap before re-engagement outperforms instant offers—and the risk of over-messaging. Tune in to learn why your journey map might be missing its most profitable touchpoint.

#CustomerJourney #JourneyMapping #PostCancelExperience #CustomerChurn #WinBackStrategy #RetentionMarketing #HelloFresh #JournalOfMarketing #Reactivation #CancelFlow #CustomerLifetimeValue #Marketing #FexingoBusiness #BusinessPodcast #LucasAndLuna #MarketingTips #ChurnRecovery #CustomerExperience

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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 consider resale before buying new, and what that means for measuring customer lifetime value. Lucas argues that resale is not a retention channel but an acquisition one — and Luna pushes back on whether mapping it is worth the effort for smaller brands. No hot takes, just a focused look at one blind spot in modern journey mapping.

#CustomerJourney #JourneyMapping #Resale #Secondhand #PatagoniaWornWear #IKEA #CircularEconomy #CLV #Acquisition #Retention #Touchpoints #ResaleConsumer #PreOwned #CustomerExperience #Marketing #Podcast #FexingoBusiness #BusinessPodcast

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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 what a single-store pilot with a pre-printed QR code return label did to recapture 12% of those lost customers. Fexingo Business podcast network.

#CustomerJourney #Marketing #Returns #Retail #Ecommerce #OfflineReturns #CustomerExperience #JourneyMapping #Loyalty #Touchpoints #Friction #FexingoBusiness #BusinessPodcast #MarketingPodcast #LucasAndLuna #ApparelRetail #QRCode #ReturnPolicy

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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 from a 2025 Gartner report showing that 68% of B2B buyers report a negative handoff experience, and Luna challenges whether journey maps that stop at 'demo scheduled' are missing the real conversion moment. The episode ends with a practical question for anyone building a journey map for a sales-driven business.

#CustomerJourney #JourneyMapping #SalesHandoff #B2BMarketing #LeadConversion #SalesFunnel #MarketingPodcast #FexingoBusiness #BusinessPodcast #B2BSales #Gartner #LeadManagement #OfflineMarketing #SalesEnablement #ConversionOptimization #CX #CustomerExperience #MarketingStrategy

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Episode 79 of Customer Journey with Fexingo tackles a blind spot many marketers overlook: the try-before-you-buy funnel. Lucas and Luna break down a specific case: how a direct-to-consumer mattress brand mapped the 'at-home trial' phase and discovered that 40% of returns happened because the delivery team didn't set up the mattress correctly. They discuss why journey maps often skip the physical logistics touchpoint, how to capture that data, and what happens when you actually fix it. Plus, a quick behind-the-scenes look at how listener support keeps the show ad-free.

#TryBeforeYouBuy #CustomerJourney #JourneyMapping #DTCMattress #LogisticsTouchpoint #MarketingPsychology #ReturnsFunnel #CXBlindSpot #PhysicalRetail #HomeTrial #ConversionOptimization #PostPurchaseExperience #FexingoBusiness #Marketing #BusinessPodcast #CustomerExperience #TouchpointMapping #BehavioralEconomics

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Most customer journey maps start tracking visitors only after they identify themselves — name, email, login. But what about the 70 to 80 percent of site visitors who never raise their hand? In this episode, Lucas and Luna unpack the anonymous visitor blind spot. They walk through a real example: a mid-market software company that spent months optimizing its sign-up flow while ignoring the silent majority who browsed pricing pages, watched product demos, and left without a trace. The fix? A two-layer journey map that separates known from unknown paths, and a reallocation of marketing budget from conversion-rate optimization to early-trigger identification. By the end, you'll understand why your anonymous traffic is probably your biggest unexplored opportunity — and how to start mapping it without needing a login wall or a cookie banner change.

#CustomerJourney #AnonymousVisitors #MarketingBlindSpot #JourneyMapping #ConversionOptimization #MarketingAnalytics #LeadGeneration #B2BMarketing #WebsiteOptimization #FunnelAnalysis #AttributionModeling #DataDrivenMarketing #DigitalMarketing #MarketingStrategy #CustomerExperience #UXResearch #GrowthMarketing #FexingoBusiness

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Most customer journey maps track clicks, opens, and purchases. But they miss the moment a prospect opens a separate tab to search 'is this company legit?' before converting. This episode examines the social proof gap — that unowned, unmapped window between consideration and decision. Lucas breaks down a 2025 study of 3,000 US consumers showing that 68 percent check third-party reviews or social mentions between clicking an ad and buying. They discuss how brands like Warby Parker and Zocdoc engineer this moment deliberately, while most companies leave it to chance. Luna challenges whether mapping an off-site behavior is even possible. Lucas argues that smart brands don't control it — they influence it with targeted review seeding, employee advocacy, and transparent FAQ content. Specific tactics include when to ask for a review (hint: before the customer leaves the site) and how to place authentic UGC at the exact moment a searcher looks. The episode closes with a practical audit question: what shows up in the first three search results for 'company name review'?

#SocialProof #CustomerJourney #Marketing #JourneyMapping #TrustSignals #ReviewStrategy #UGC #ConversionOptimization #ConsumerBehavior #WarbyParker #Zocdoc #ThirdPartyReviews #BrandTrust #OffSiteTouchpoints #FexingoBusiness #BusinessPodcast #MarketingStrategy #TouchpointMapping

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In this episode, Lucas and Luna uncover a blind spot in most customer journey maps: the offline returns process. While brands meticulously map digital touchpoints, the physical act of returning a purchase—especially for omnichannel retailers—remains unmapped and often frustrates customers. Lucas shares a specific case: a mid-sized apparel brand that discovered 12 percent of its online customers who returned in-store never purchased again within six months, compared to just 4 percent for those who used prepaid mail labels. The hosts walk through the hidden friction points: unstaffed return counters, inconsistent return policies between online and in-store, and the absence of follow-up after a return is processed. They discuss how mapping the offline return journey can recover loyalty and revenue, and offer a simple framework for adding 'reverse touchpoints' to existing maps.

#CustomerJourney #Marketing #OfflineReturns #ReverseLogistics #CustomerExperience #Omnichannel #Retail #Loyalty #FrictionPoints #ReturnsPolicy #JourneyMapping #Touchpoints #FashionRetail #CustomerLoyalty #ReturnProcess #BusinessPodcast #FexingoBusiness #B2CMarketing

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Most customer journey maps focus on owned and paid touchpoints — your website, ads, email. But they completely ignore earned media: the conversations happening about your brand on Reddit, YouTube reviews, and industry forums. In this episode, Lucas and Luna break down the 'share of voice gap' using the example of a direct-to-consumer mattress brand that spent heavily on paid search but ignored the review ecosystem. They walk through how mapping the organic mention path — not just the click path — revealed a 40 percent missed opportunity. If you build journey maps without including third-party credibility moments, you are designing a fantasy version of how customers actually decide.

#CustomerJourney #ShareOfVoice #EarnedMedia #JourneyMapping #MarketingBlindSpot #OrganicMentions #DTCMarketing #PaidVsOrganic #ReviewEcosystem #RedditMarketing #YouTubeReviews #CredibilityGap #MarketingAttribution #ContentStrategy #PodcastEpisode #FexingoBusiness #BusinessPodcast #Marketing

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