Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Your Journey Map Misses the Unsubscribe Flow
Most customer journey maps end at 'purchase' or 'retention.' But what about the moment a customer decides to leave? In this episode, Lucas and Luna dig into the unsubscribe flow — the series of screens and emails that happen when someone clicks 'cancel my subscription.' They walk through a real example: a meal-kit service that made unsubscribing so painful it went viral on Reddit, losing not just that customer but future word-of-mouth referrals. They discuss why most journey maps skip this touchpoint entirely, what data it reveals about product-market fit, and…
The skinny
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