Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One Brand Mapped the Unsubscribe Funnel to Retain Subscribers
When a subscription box service noticed a spike in churn after month three, they didn't just optimize the onboarding flow. Instead, they mapped the unsubscribe funnel — the series of steps and micro-moments that lead a customer to cancel. In this episode, Lucas and Luna walk through how the company identified four specific signals — a customer service hold time, a skipped shipment, a pricing page visit, and a two-week gap in opens — that predicted churn with 78% accuracy. They then built sequenced interventions for each signal, reducing subscriber churn by 22% in one quarter. Lucas…
The skinny
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