How One Brand Mapped the Unfollow Button to Improve Retention

Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing · Jun 11, 2026 · 8m · transcript

Lucas and Luna explore the silent exit: the customer journey moment when users unfollow, unsubscribe, or walk away without complaint. This episode drills into how a subscription meal-kit brand mapped the 'unfollow button' as a legitimate touchpoint — not as a failure, but as a signal. By analyzing the 48 hours before cancellation, they identified three predictable friction points and redesigned the exit flow to recover 12% of cancellations and improve post-purchase satisfaction scores by 18%. Lucas and Luna break down the mapping process, the emotional data hidden in churn, and why…