Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Frictionless Checkout Paradox
Most marketers assume that removing every obstacle from the customer journey is the ultimate goal. But what if friction is actually a feature, not a bug? In this episode, we examine how high-stakes financial institutions and luxury brands use deliberate delays to build trust and increase lifetime value. We look at specific data points from retail banking and premium subscription services where adding steps reduced churn by double digits. Lucas and Luna explore why one-click purchasing can sometimes signal low commitment, and how mapping the emotional weight of a transaction changes your…
The skinny
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