Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Returns Experience
Lucas and Luna unpack a touchpoint most journey maps skip: the returns process. They dive into data from Loop Returns showing that retailers lose an average of 21% of repeat customers after a single bad return experience, and explore how brands like Warby Parker and Allbirds have turned returns into retention drivers. Lucas explains why journey maps often treat returns as an operational endpoint rather than a post-purchase marketing moment, and Luna pushes back on whether a frictionless return always builds loyalty. Along the way, they share a quick honest note about how listener support…
The skinny
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