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 MarketingThe Post-Purchase Silence Gap in Marketing
Most brands obsess over the acquisition touchpoint, yet data shows that forty percent of customer value is lost in the silent thirty days after a purchase…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Reviews Shape Purchase Decisions
We look at how customer reviews influence purchase decisions. Many brands ignore the emotional weight of negative feedback. We explore a case study where one…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Microsoft Teams Changed Enterprise Sales
We look at how Microsoft Teams became the primary sales touchpoint for enterprise deals, moving beyond simple video calls to become a complex ecosystem of…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Missed Touchpoint in Your Social Media DMs
In this episode of Customer Journey with Fexingo, Lucas and Luna dig into a touchpoint that almost every journey map leaves blank: the social media direct…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Payment Decline Touchpoint Journey Maps Overlook
When a card is declined at checkout, most journey maps show a red X and an angry customer. But the real story is the dozens of micro-interactions that follow…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Brand Advocate Touchpoint Journey Maps Overlook
In this episode of Customer Journey with Fexingo, Lucas and Luna tackle a touchpoint that almost every journey map misses: the moment a satisfied customer…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Journey Maps Miss the Silent Return to Web Search
In episode 168 of Customer Journey with Fexingo, Lucas and Luna uncover a touchpoint that almost every journey map overlooks: the moment a customer leaves a…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Journey Maps Miss in B2B Product Trials
In this episode of Customer Journey with Fexingo, Lucas and Luna dive into a touchpoint that almost every B2B journey map overlooks: the product trial itself…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Where Journey Maps Miss the Unsubscribe Page
In this episode of Customer Journey with Fexingo, Lucas and Luna dive into a touchpoint that most journey maps overlook entirely: the unsubscribe page. Drawing…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Journey Maps Miss in B2B Procurement
Episode 165 of Customer Journey with Fexingo digs into the B2B procurement touchpoint that most journey maps ignore: the internal champion's pitch to…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Journey Maps Miss in Mobile App Onboarding
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a critical touchpoint that most journey maps overlook: the mobile app onboarding flow…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Compliment Touchpoint Journey Maps Overlook
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a touchpoint that most journey maps completely ignore: the moment a customer receives…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Journey Maps Miss in B2B Sales Handoff
In episode 162 of Customer Journey with Fexingo, Lucas and Luna explore a critical yet often overlooked touchpoint in B2B customer journeys: the internal…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Churn Prediction Touchpoint Journey Maps Miss
Every journey map has the 'loyalty' phase, but few maps the quiet signals that predict churn before it happens. In Episode 161 of Customer Journey…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Empty Landing Page Touchpoint Nobody Maps
Episode 160 of Customer Journey with Fexingo digs into a touchpoint that almost every journey map leaves blank: the post-click landing page. Lucas and Luna…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Silent Failure of the Post-Click Landing Page
Lucas and Luna dig into a stage of the customer journey that most journey maps gloss over: the post-click landing page. With a fresh case study from a…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Unsubscribe Page Is a Journey Touchpoint Too
Most journey maps stop at the unsubscribe button — or ignore it entirely. But the cancellation flow is where brand loyalty often breaks or bends. In this…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Returns Portal Touchpoint
Returns are a journey map blind spot. In this episode, Lucas and Luna dig into the returns portal as a pivotal touchpoint — a moment where a customer's…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Journey Maps Miss in B2B Renewal
In this episode of Customer Journey with Fexingo, Lucas and Luna tackle a touchpoint that most B2B journey maps overlook: the renewal conversation. They argue…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Where Journey Maps Forget the Warranty
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a touchpoint that almost every journey map overlooks: the post-purchase warranty…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The B2B Buyer Journey Touchpoint Most Maps Miss
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a touchpoint that almost every journey map overlooks: the internal champion's…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Voice Search Touchpoint Most Journey Maps Overlook
Lucas and Luna dig into why journey maps often stop at the typed search bar, ignoring the growing number of customers who start their journey with a voice…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Micro-Moment Journey Maps Still Overlook
In this episode, Lucas and Luna tackle a subtle but powerful touchpoint that journey maps routinely miss: the micro-moment when a customer checks a product on…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Journey Maps Miss the Customer Service Chatbot Handoff
Episode 151 of Customer Journey with Fexingo dives into a touchpoint that almost every journey map overlooks: the handoff from a customer service chatbot to a…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Unsubscribe Pivot That Rescues Customer Relationships
Most journey maps treat the unsubscribe button as the end of the road—a dead end where the relationship expires. But a surprising number of brands are flipping…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Phone Call Touchpoint
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a touchpoint that's often overlooked in customer journey maps: the phone call…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Where Journey Maps Miss the Shipping Confirmation
In this episode of Customer Journey with Fexingo, Lucas and Luna dive into a frequently overlooked yet critical touchpoint: the shipping confirmation email…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Referral Ask Touchpoint
In Fexingo's Customer Journey episode 147, Lucas and Luna explore a touchpoint most journey maps skip entirely: the referral ask. They dig into research…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Most Journey Maps Miss After Cart Abandonment
In this episode of Customer Journey with Fexingo, Lucas and Luna dive into a touchpoint that almost every journey map overlooks: the post-abandonment search…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Data Privacy Touchpoint Journey Maps Overlook
In this episode of Customer Journey with Fexingo, Lucas and Luna explore the data privacy touchpoint—the moment a customer is asked for consent to collect…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Review Reply Touchpoint Most Journey Maps Overlook
Every customer journey map has a step for 'post-purchase feedback', but almost none of them include what happens after a customer leaves a public…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Where Journey Maps Miss the Subscription Pause
In this episode of Customer Journey with Fexingo, Lucas and Luna explore the subscription pause touchpoint — the moment a customer temporarily suspends their…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Post-Delivery Unboxing Touchpoint
In this episode of Customer Journey with Fexingo, Lucas and Luna explore the post-delivery unboxing experience as a critical touchpoint that most journey maps…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Educational Email Sequence Your Journey Map Forgets
Most customer journey maps treat post-purchase emails as a single 'onboarding' touchpoint. But each message in a drip sequence serves a different…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the In-App Feedback Prompt
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a touchpoint that almost every journey map overlooks: the in-app feedback prompt. You…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Abandoned Cart Cascade Most Journey Maps Overlook
Most customer journey maps treat the abandoned cart as a single moment — send one email, maybe two, and move on. But as DTC brands have discovered, the…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Advocacy Trigger Most Journey Maps Miss
Most customer journey maps end at purchase or onboarding—but the advocacy trigger, the moment a customer decides to refer or post a positive review, is often…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Post-Purchase Survey Touchpoint Journey Maps Overlook
In this episode of Customer Journey with Fexingo, Lucas and Luna explore why the post-purchase survey response is a critical touchpoint that almost never makes…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Out-of-Stock Notification Touchpoint
When a customer wants to buy but the item is unavailable, that moment is a critical touchpoint—yet most journey maps ignore it. Lucas and Luna explore how…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Return Refund Touchpoint
In episode 135 of Customer Journey with Fexingo, Lucas and Luna explore a critical but often overlooked part of the customer journey: the return and refund…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the QR Code Touchpoint on Product Packaging
Episode 134 of Customer Journey with Fexingo digs into a common but overlooked touchpoint: the QR code printed on product packaging. Lucas and Luna break down…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Cancellation Flows Reveal Hidden Retention Levers
Most customer journey maps treat the cancellation flow as an endpoint — a dead page where the relationship ends. But Spotify's recent redesign of its…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The First-Use Touchpoint Your Journey Map Forgets
Companies obsess over the purchase funnel but ignore what happens after the box is opened. In this episode, Lucas and Luna examine the first-use experience —…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Context Continuity Touchpoint
Episode 131 of Customer Journey with Fexingo. Lucas and Luna explore a critical but often ignored touchpoint: the moment a customer has to repeat information…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Where Customer Journey Maps Ignore the Payment Experience
Episode 130 of Customer Journey with Fexingo uncovers the most overlooked touchpoint in modern journey maps: the payment experience. Lucas and Luna dive into a…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Where Journey Maps Ignore Proactive Outreach
In this episode of Customer Journey with Fexingo, Lucas and Luna tackle a blind spot in most journey maps: the proactive touchpoint. While maps meticulously…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Where Customer Journey Maps Ignore Employee Onboarding
Most customer journey maps chart what happens after a visitor lands on your site. But what about the person who built that landing page? In episode 128 of…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Micro-Moment Before Search
In episode 127 of Customer Journey with Fexingo, Lucas and Luna dig into a touchpoint most marketers overlook: the micro-moment right before a customer types a…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Where Journey Maps Ignore Employee Experience
Lucas and Luna explore how customer journey maps routinely ignore the employee experience touchpoint — and why that blind spot costs companies real revenue…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Where Your Customer Journey Map Ignores Word of Mouth
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a hidden touchpoint that most journey maps completely miss: the moment a prospective…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Hidden Touchpoint Where Customer Data Gets Stale
Episode 124 of Customer Journey with Fexingo dives into a touchpoint that nearly every journey map overlooks: the data update prompt. Lucas and Luna explore…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Thank You Page Touchpoint
In this episode, Lucas and Luna explore a massively underutilized touchpoint: the thank you page. They dive into why most marketers treat it as a dead end when…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Where Your NPS Score Lies to You
Episode 122 of Customer Journey with Fexingo digs into a silent distortion in Net Promoter Score surveys: the timing bias that makes your best customers look…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Where Customer Data Gets Dirty
In this episode of Customer Journey with Fexingo, Lucas and Luna drill into a specific, often-overlooked touchpoint: the point where a customer updates their…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Snooze Touchpoint
Lucas and Luna challenge a blind spot in customer journey mapping: the 'snooze' touchpoint. In episode 120 of Customer Journey with Fexingo, they…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Social Listening Touchpoint
Episode 119 of Customer Journey with Fexingo. Lucas and Luna explore a blind spot in most journey maps: social listening. They break down how Reddit threads…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Where Customer Data Gets Dirty
Episode 118 of Customer Journey with Fexingo dives into a touchpoint marketers routinely ignore: the data-entry moment. Lucas and Luna unpack how a single…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Journey Maps Miss the Abandoned Cart Email Sequence
Episode 117 of Customer Journey with Fexingo dives into a touchpoint nearly every ecommerce business maps wrong: the abandoned cart email sequence. Lucas and…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Voice of Customer Unstructured Feedback
Episode 116 of Customer Journey with Fexingo examines the gap between structured survey data and unstructured customer feedback—open-ended comments, support…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Guest Checkout Touchpoint
Nearly 70 percent of e-commerce carts are abandoned, and a huge chunk of that happens at the checkout form. Lucas and Luna explore why most customer journey…