Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Unsubscribe Flow
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a critical yet often overlooked touchpoint: the cancellation or unsubscribe flow. Drawing on recent research and real-world examples, they discuss why companies hide cancellation options, how a friction-free exit can actually increase long-term customer lifetime value, and what brands like Netflix and The New York Times get right and wrong. Learn why making it easy to leave can reduce churn, build trust, and turn a negative moment into a positive brand signal.
#CustomerJourney #JourneyMapping #UnsubscribeFlow #Churn…
The skinny
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