Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One Touchpoint Reduced Returns by 30 Percent
Returns are one of the costliest frictions in e-commerce — but a single pre-purchase touchpoint can cut them by nearly a third. In this episode of Customer Journey with Fexingo, Lucas and Luna examine how an apparel brand added a 'virtual try-on' step to its mobile product page and slashed return rates from 28 percent to under 20 percent in six weeks. They break down the psychology behind the touchpoint — why seeing a garment on a model with similar body metrics reduces size-guessing anxiety — and walk through the brand's before-and-after journey map. Lucas contrasts this with…
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