How Starbucks Maps Micro-Moments in The Customer Journey

Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing · Sep 22, 2026 · 9m · transcript

Lucas and Luna dissect the specific mechanics of how Starbucks uses its mobile app not just for transactions, but to orchestrate a seamless multi-channel journey. They explore the concept of 'micro-moments'—the split-second decisions customers make between seeing an ad, opening the app, and completing a purchase—and how Starbucks maps these invisible handoffs to reduce friction. Using data from the company’s Q2 2026 earnings context, they examine how personalized push notifications and loyalty tiers create a feedback loop that drives repeat visits. This episode moves beyond general…