Lucas and Luna explore how customer journey maps often miss the post-purchase loyalty experience, focusing on a specific case: a mid-sized apparel retailer whose points-based loyalty program was driving churn instead of retention. They walk through the touchpoint audit that uncovered the problem—a redemption process that added friction instead of delight—and discuss how mapping the loyalty loop can reveal blind spots that traditional journey maps ignore. Listeners learn why loyalty program design must be revisited through the lens of the customer journey, not just rewards math.

#CustomerJourneyMapping #LoyaltyPrograms #PostPurchaseJourney #CustomerRetention #TouchpointAudit #LoyaltyLoop #RewardsProgram #CustomerExperience #JourneyMappingBlindSpots #Churn #RetailCaseStudy #ApparelBrand #PointsAndRewards #RedemptionFriction #LoyaltyRedesign #Marketing #FexingoBusiness #BusinessPodcast

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