Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Return Refund Touchpoint
In episode 135 of Customer Journey with Fexingo, Lucas and Luna explore a critical but often overlooked part of the customer journey: the return and refund process. They discuss why most journey maps stop at purchase, and how companies like Zappos turn returns into loyalty-building moments. Using data from the National Retail Federation showing that 20-30% of online purchases are returned, they explain why mapping the post-purchase reverse logistics touchpoint can reduce customer effort and increase retention. They also share a simple framework for auditing your own return experience — from…
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