Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Your Journey Map Probably Misses the Post-Purchase Surprise
Episode 84 of Customer Journey with Fexingo. Lucas and Luna drill into the most ignored touchpoint in most journey maps: the moment after a customer buys and before they've actually received or used the product. They use the example of a direct-to-consumer mattress brand that sent a handwritten note and a small care kit during the delivery window — and saw a 12 percent lift in repeat purchase within 90 days. The hosts discuss why this 'fulfillment limbo' is a golden opportunity for brand-building, how most maps treat it as a logistics black box, and why measuring delight in…
The skinny
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