Shows / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Every customer interaction is a thread in a larger narrative. Lucas and Luna examine how brands map the journey from first click to final loyalty, using real examples like Warby Parker's home-try-on funnel and Spotify's personalized onboarding. They discuss where touchpoints break, how attribution models mislead, and why the journey rarely follows the neat flowchart. Lucas traces a B2B buyer's path through six-stage nurture sequences; Luna challenges whether 'omni-channel' is achievable or just…
Episodes
Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel MarketingHow Disney Maps The Emotional Arc Of A Park Visit
Disney doesn't just sell tickets; it sells a carefully choreographed emotional arc. In this episode, we look at how the company uses 'story…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How To Measure Customer Effort Across Channels
Most companies measure satisfaction after the fact, but customer effort predicts retention far better. We look at how to map the friction points in a…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Domino's Built The Invisible Supply Chain
We explore how Domino's transformed from a pizza retailer into a technology company by treating every order as a data point. We look at the specific…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Domino's Mastered the Delivery Loop
We dive into how Domino's transformed from a pizza company into a technology company that happens to sell pizza. By mapping every touchpoint in the…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Domino's Tracks Every Sip And Bite
We explore how Domino’s Pizza turned a broken ordering experience into a tech-first logistics engine, tracking every touchpoint from app to doorstep. Lucas and…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Target Maps The Baby Registry Journey
We break down the mechanics of Target’s baby registry strategy, a masterclass in multi-channel customer journey mapping. By focusing on the eighteen-month…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Patagonia Turns Doubt Into Loyalty
Patagonia doesn't just sell gear; it sells the right to not buy. We break down how this outdoor brand uses intentional friction, repair services, and the…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How To Map Customer Intent Across Channels
Most marketers map channels, not intent. In this episode, Lucas and Luna dissect how modern customers fragment their journeys across social, search, and…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Patagonia Turns Customer Doubt Into Brand Loyalty
Most brands try to eliminate every ounce of friction from the customer journey. Patagonia does the opposite, actively encouraging customers not to buy their…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Duolingo Captures Users Without Ads
Duolingo has grown to over five hundred million users while deliberately avoiding traditional display advertising. Lucas and Luna break down how the language…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Amazon Turned Cart Abandonment Into Revenue
In this episode, we dive into the specific mechanics of Amazon’s cart abandonment strategy, which converts nearly half of all abandoned carts back into sales…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Airbnb Solves The Trust Gap In Peer-To-Peer Stays
Airbnb faces a unique marketing challenge: convincing strangers to sleep in each other’s homes. This episode dissects how the company moved beyond simple…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Zscaler Maps Digital Trust In Remote Work
In this episode of the Fexingo Business podcast network, Lucas and Luna examine how Zscaler transformed customer journey mapping by shifting from perimeter…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Sephora Maps The In-Store Digital Handoff
We break down the specific mechanics of how Sephora turns physical retail into a data engine, focusing on the Beauty Insider program and the in-store app…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Netflix Maps The Binge Decision Loop
We break down how Netflix uses a specific behavioral loop to turn passive viewing into active subscription retention. By analyzing the 'Next Episode'…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Sephora Maps The In-Store Digital Handoff
Lucas and Luna dissect how Sephora bridges the physical beauty counter with digital loyalty programs, focusing on their in-store tablet ecosystem and…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How To Fix The Broken Middle Of The Customer Journey
Most brands obsess over the first click and the final sale, ignoring the messy middle where customers actually make decisions. We break down how to map that…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Zappos Built Loyalty Through Service
Zappos built a billion-dollar shoe business by treating customer service as its primary marketing engine. In this episode, Lucas and Luna explore how the…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How To Fix Customer Journey Blind Spots
Most marketers map the happy path, but customers rarely follow a straight line. In this episode, Lucas and Luna dissect the concept of 'journey…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How IKEA Maps The Swedish Meatball Decision
IKEA doesn't just sell furniture; it engineers a specific psychological path from warehouse browsing to showroom commitment. This episode explores how the…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Starbucks Optimized The Morning Commute
Starbucks spent years refining the mobile order and pickup flow to reduce morning friction. We look at how they used queue psychology, digital menus, and store…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How To Design For Customer Silence
Most marketing models obsess over noise: clicks, opens, conversions. But what happens when the customer goes quiet? In this episode, we explore the critical…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Lululemon Uses Physical Stores To Drive Digital Loyalty
We dissect how Lululemon turns its physical retail footprint into a data engine for digital loyalty. Rather than treating stores as mere sales channels, the…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Domino's Built A Pizza Empire On Tech
Domino’s pizza is not a food company, it is a technology company that sells pizza. This episode explores how the brand transformed its entire business model…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Disney Uses Behavioral Economics To Shape Guest Spending
Disney has long mastered the art of guiding guests through a meticulously designed experience, but their recent shift toward behavioral economics reveals how…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Spotify Personalized The Album Rollout
Lucas and Luna dissect how Spotify transformed its album release strategy by treating the pre-save moment not as a transaction but as a personalized onboarding…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Delta Maps Emotional Friction in Travel
Most journey maps track clicks and conversions, but what about the moments that actually stick? In this episode, we examine how Delta Air Lines uses emotional…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How To Design For The Silent Friction In Customer Journeys
Most marketing teams map the happy path—the ideal customer journey where every click leads to a conversion. But what happens when that path breaks? This…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Lidl Turns Grocery Shopping Into A Data Engine
Lucas and Luna dissect how Lidl transformed from a discount retailer into a sophisticated data-driven marketing powerhouse. They explore the company's…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Patagonia Maps The Emotional Customer Journey
We dissect how Patagonia turns environmental activism into a predictable customer journey, moving beyond simple transactional funnels to map emotional…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Hidden Cost of Channel Fragmentation
Most marketers assume that if a customer sees your brand on Instagram, reads your email, and visits your store, the data is unified. It isn't. In this…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Retailers Turn Window Shoppers Into Loyal Buyers
We explore the often-overlooked middle of the funnel: how retailers convert passive browsers into committed buyers using behavioral economics and subtle…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Patagonia Turns Customer Service Into A Marketing Engine
Most brands treat customer service as a cost center to be minimized. Patagonia does the opposite, turning their Worn Wear repair program into one of the most…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Marriott Maps The Physical Digital Handoff
Most brands obsess over the click, but the real revenue leakage happens when a digital promise meets physical reality. In this episode of Customer Journey with…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Zero-Party Data Revolution In Modern Marketing
We are looking at how leading brands like Sephora and Starbucks have moved beyond tracking cookies to capturing zero-party data directly from consumers. This…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How To Build A Customer Journey That Adapts
We explore the 'adaptive journey' concept used by major retailers to replace static maps with real-time behavioral triggers. Lucas and Luna examine…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How To Fix Cross-Channel Attribution Gaps
Most marketers assume their data is broken, but often the problem is just how they define success. In this episode, we explore the hidden cost of last-click…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Data Silo Problem In Multi-Channel Marketing
Most companies think they have a unified customer journey, but their data architecture tells a different story. This episode examines how fragmented CRM…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Loyalty Loop That Traps Customers
Most marketers think the customer journey ends at purchase. This episode explores how companies like Apple and Starbucks design the post-purchase experience to…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journeys Break When Channels Collide
We dissect the hidden failure mode in modern marketing: when seamless digital promises meet messy physical reality. Using a specific case of a major…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How To Map Invisible Friction Points
We break down the 'micro-friction' that kills conversion rates in multi-channel journeys. Using a concrete example from a mid-sized e-commerce brand…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Starbucks Maps Micro-Moments in The Customer Journey
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…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Sephora Builds Loyalty Through Physical Digital Blending
Sephora’s Beauty Insider program redefined retail loyalty by treating in-store visits as data points equal to online clicks. This episode examines how the…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Micro-Moment That Drives Customer Loyalty
Most marketing teams map the macro journey: awareness, consideration, purchase. But loyalty is often decided in the micro-moments—the split-second friction or…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Sephora Maps the In-Store Digital Handoff
Sephora’s Beauty Insider program is a masterclass in bridging physical and digital touchpoints, yet most brands still treat them as separate silos. In this…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Airbnb Maps Invisible Service Moments
Lucas and Luna explore how Airbnb’s design team uses service blueprinting to map the invisible moments between booking and check-in. They discuss why friction…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Algorithmic Handoff In Digital Customer Journeys
We break down the 'algorithmic handoff' where brands lose customers between paid ads and organic search. Using a specific example of how ad…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Disney Maps The Invisible Service Blueprint
We strip away the magic to reveal the operational reality behind Disney's customer experience. Most brands focus on the touchpoint, but Disney focuses on…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Lululemon Turns Community Into Sales
We look at how Lululemon maps the invisible touchpoints between their retail stores and digital channels to create a seamless customer journey. By focusing on…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Post-Purchase Value Gap in Customer Journeys
Most companies treat the customer journey as a funnel that ends at checkout, but the real growth engine lives in the post-purchase silence gap. In this…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Frictionless Checkout Paradox
Most marketers assume that removing every obstacle from the customer journey is the ultimate goal. But what if friction is actually a feature, not a bug? In…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Service Builds Loyalty
We explore how proactive customer service transforms support tickets into loyalty drivers, using a case study of a mid-sized SaaS company that reduced churn by…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Spotify Maps The Post-Login Silence Gap
We dissect how Spotify leverages the critical thirty seconds after a user logs in to drive retention. By analyzing their personalized daily mixes and dynamic…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Netflix Maps Emotional Resonance in Customer Journeys
We look at how Netflix shifted from tracking transactional clicks to measuring emotional resonance across the viewing experience. In this episode, we explore…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Hidden Value of Customer Support Calls
Most marketers map the path from ad click to checkout, treating customer support as a cost center or a failure point. But in reality, post-purchase service…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Amazon Uses Friction To Build Loyalty
Most marketers treat friction as the enemy, but Amazon’s early strategy proves that mild inconvenience can deepen customer commitment. In this episode, we…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Friction Kills Conversion Before Checkout
We dig into the hidden friction points that derail high-intent shoppers, using a specific case study of a major retailer's checkout redesign. Lucas and…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Post-Purchase Silence Gap in Marketing
Most brands obsess over the acquisition funnel, treating the moment after payment as a finish line. But data from September 2026 shows that customer retention…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Invisible Handoff in Customer Journeys
Most journey maps fail at the moment of truth: the handoff between marketing and support. We examine how a major airline’s digital transformation missed the…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Social Proof Shapes The Invisible Customer Journey
We explore how social proof operates not as a static badge but as a dynamic, shifting influence across the multi-channel customer journey. Using real-world…