Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Unsubscribe Page Is a Journey Touchpoint Too
Most journey maps stop at the unsubscribe button — or ignore it entirely. But the cancellation flow is where brand loyalty often breaks or bends. In this episode, Lucas and Luna dig into the opt-out experience as a real touchpoint: why the best unsubscribe pages feel like a conversation, how Spotify and Netflix handle the 'are you sure' moment, and what behavioral data from a European SaaS company reveals about the 24-hour grace period. They also look at the psychology of inertia and loss aversion, and why a well-designed exit can actually win customers back. If you've ever…
The skinny
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