Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Your Customer Journey Map Needs a Churn Forensics Layer
Most customer journey maps show where people leave. They don't show why. In this episode, Lucas and Luna explore a concept called churn forensics — building a diagnostic layer into your map that traces last-touch signals, sentiment drops, and behavioral red flags before a customer churns. They walk through how one subscription-box brand used this approach to identify a single neglected touchpoint — the post-purchase survey delivery delay — that predicted 70% of their voluntary cancellations. The episode covers how to spot 'dead zones' in your journey, how to weight touchpoints…
The skinny
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