Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
When Customer Journey Maps Ignore the Post-Purchase Window
Episode 26 of Customer Journey with Fexingo reveals a blind spot in most journey maps: the post-purchase period. Lucas and Luna explore how brands like Warby Parker and Peloton treat the first 72 hours after a sale as a strategic touchpoint, not an afterthought. They break down the concept of the 'post-purchase cliff'—the sharp drop in engagement right after checkout—and share data showing that a single well-timed message can lift repeat purchase rates by 18 percent. The hosts also discuss why most maps end at 'buy' and how to extend them into onboarding, usage, and…
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