Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Return Touchpoint That Costs You Repeat Business
Lucas and Luna break down a hidden customer-journey killer: the returns experience. Drawing on a 2025 Narvar study showing that 62% of consumers check a retailer's return policy before buying, they explain why a bad return process doesn't just lose the current sale—it destroys lifetime value. They walk through a concrete example: how Zappos turned its famously easy returns into a loyalty driver, while a typical big-box retailer's restocking-fee approach pushes customers to competitors. Lucas shares a simple mapping exercise to spot where your own return flow creates friction…
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