Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One Brand Mapped the Customer Journey for Pet Adoption
Episode 61 of Customer Journey with Fexingo explores how a pet adoption nonprofit mapped the emotional customer journey from browsing to adoption. Lucas and Luna discuss how the organization used qualitative interviews to discover that potential adopters often stalled at the 'meet and greet' stage due to anxiety about the animal's history and health. By creating a pre-meet digital packet with behavioral notes, vet records, and a simple checklist, the nonprofit increased adoption completion rates by 18% in four months. The hosts also touch on how traditional journey maps miss…
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