Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Journey Maps Miss the Post-Cancel Experience
In episode 83 of Customer Journey with Fexingo, Lucas and Luna examine a blind spot in most customer journey maps: what happens after a customer cancels. They unpack research from the Journal of Marketing showing that 67% of companies stop communicating after cancellation, forfeiting a re-activation window that could recover 15-25% of churned subscribers. Using examples from meal-kit company HelloFresh and a streaming service case study, they explore how a 'post-cancel journey' can identify friction, personalize win-back offers, and turn a dead end into a second chance. The…
The skinny
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