Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Subscription Pause Flow
Lucas and Luna drill into a customer journey blind spot that even sophisticated subscription businesses overlook: the pause flow. They walk through how brands like Peloton and HelloFresh handle — or fail to handle — the moment a customer wants to freeze their subscription instead of cancelling. Lucas shares data from a 2025 Recharge survey showing that 43% of subscribers who pause never return to active billing, and explains why a poorly designed pause experience can destroy lifetime value. Luna pushes back on whether companies even want customers to pause, and they discuss why the pause flow…
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