Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Journey Maps Miss the Resale Buyer Journey
Most customer journey maps stop at the first sale, but a growing number of consumers now enter the journey again as resale buyers. In this episode, Lucas and Luna examine how brands like Patagonia and IKEA have built dedicated touchpoints for pre-owned purchases, and why traditional maps miss the repurchase loop entirely. They explore the Resale Consumer survey finding that 62% of shoppers now consider resale before buying new, and what that means for measuring customer lifetime value. Lucas argues that resale is not a retention channel but an acquisition one — and Luna pushes back on whether…
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