Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Offline Returns Friction
In this episode, Lucas and Luna uncover a blind spot in most customer journey maps: the offline returns process. While brands meticulously map digital touchpoints, the physical act of returning a purchase—especially for omnichannel retailers—remains unmapped and often frustrates customers. Lucas shares a specific case: a mid-sized apparel brand that discovered 12 percent of its online customers who returned in-store never purchased again within six months, compared to just 4 percent for those who used prepaid mail labels. The hosts walk through the hidden friction points: unstaffed return…
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