Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why 90 Percent of Customer Journey Maps Ignore This Stage
Most customer journey maps stop at purchase, but the real competitive advantage often lies in the post-purchase experience. Lucas and Luna dig into why companies miss the advocacy and repurchase stage, using data from a 2025 study that found 70 percent of brands have no post-purchase touchpoint strategy. They explore how one pet supplies company cut churn by 22 percent just by adding a simple 'we got your order' SMS with a photo. The episode also covers the psychology of the endowment effect and why overdelivering after the sale builds far more loyalty than any pre-purchase…
The skinny
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