Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
When Customer Journey Maps Miss the Zero-Party Data Moment
Lucas and Luna explore how customer journey maps often ignore the moment when a customer willingly shares their preferences—what marketing experts call zero-party data. Using the example of a premium skincare brand that added a single 'skin quiz' touchpoint, they show how that small interaction increased repeat purchase rate by 27 percent and reduced return rate by 18 percent. They contrast this with traditional third-party data collection and explain why zero-party data creates trust, not creepiness. The episode also touches on the ethical edge: customers know they're giving…
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