When Customer Journey Maps Miss the Offline-Online Handoff

Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing · Jun 13, 2026 · 9m · transcript

Episode 48 of Customer Journey with Fexingo dives into a major blind spot in most journey maps: the handoff between online research and in-store purchase. Lucas and Luna use the 2025 Starbucks 'Siren Craft' limited-edition cup launch as a concrete case. When an app-exclusive early-access drop created chaos at physical registers, the map broke down. They discuss what a 'handoff analysis' looks like—tracking how customers switch channels mid-journey—and why brands that ignore this lose conversion and loyalty. Specific metrics like 'channel-switch abandonment rate&#x27…