Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Post-Purchase Email Trigger
Many brands treat post-purchase emails as a one-and-done receipt confirmation, but the actual customer journey doesn't end at checkout—it pivots into a new phase. In this episode, Lucas and Luna examine a 2025 study from the Journal of Retailing showing that automated post-purchase email sequences—specifically the timing and content of shipment tracking, usage tips, and loyalty prompts—can lift repeat purchase rates by 22 percent. They break down why typical journey maps fail to capture the 'post-purchase email loop' as an active touchpoint, using the example of DTC bedding…
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