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 MarketingWhy Journey Maps Miss the Pre-Purchase Return Fright Moment
Most customer journey maps start with 'awareness' and end with 'purchase,' but they overlook a crucial psychological touchpoint: the moment…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Service Recovery Touchpoint
Lucas and Luna dig into a touchpoint most customer-journey maps ignore completely: the service recovery moment after a mistake. They use the 2025 Marriott data…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Password Reset Touchpoint
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a critical yet overlooked touchpoint: the password reset flow. Drawing on a case study…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Chatbot Handoff Moment
In Episode 111 of Customer Journey with Fexingo, Lucas and Luna drill into the single most abandoned touchpoint in modern journey maps: the chatbot-to-human…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Return Touchpoint That Costs You Repeat Business
Lucas and Luna break down a hidden customer-journey killer: the returns experience. Drawing on a 2025 Narvar study showing that 62% of consumers check a…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Payment Failure Touchpoint
Payment failures are one of the most damaging moments in a customer journey, yet most journey maps leave them out entirely. Lucas and Luna break down the…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the SMS Opt-In Moment
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a commonly overlooked touchpoint in journey maps: the SMS opt-in moment. Lucas breaks…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Your Journey Map Misses the Referral Loop
In episode 107 of Customer Journey with Fexingo, Lucas and Luna explore a critical touchpoint that most journey maps overlook: the referral loop. They break…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Returns Experience
Lucas and Luna unpack a touchpoint most journey maps skip: the returns process. They dive into data from Loop Returns showing that retailers lose an average of…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the In-Store QR Code Touchpoint
Customer journey maps are supposed to track every interaction a customer has with a brand, but one touchpoint keeps getting overlooked: the QR code that…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Offline-to-Online Attribution
Lucas and Luna explore a hidden friction point in modern customer journeys: the gap between offline browsing and online purchase. Using a real-world example of…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Unsubscribe Flow
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a critical yet often overlooked touchpoint: the cancellation or unsubscribe flow…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Your Journey Map Misses the Unsubscribe Flow
Most customer journey maps end at 'purchase' or 'retention.' But what about the moment a customer decides to leave? In this episode, Lucas…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Subscription Pause Flow
Lucas and Luna drill into a customer journey blind spot that even sophisticated subscription businesses overlook: the pause flow. They walk through how brands…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the B2B Reorder Portal
In this milestone 100th episode, Lucas and Luna tackle a blind spot in customer journey mapping that plagues B2B companies: the reorder portal. While most…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Influencer Unboxing Touchpoint
Episode 99 of Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing. Lucas and Luna unpack a touchpoint most journey maps ignore…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Social Commerce Funnel
Most customer journey maps assume the buyer lands on your website, explores, and buys. But a huge and growing segment of shoppers never visit your site at…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Mobile App Deep Link
Episode 97 of Customer Journey with Fexingo reveals a blind spot in most journey maps: the mobile app deep link. Lucas and Luna explore how a simple deep…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The One Touchpoint Journey Maps Almost Always Ignore the Employee
Most customer journey maps stop at the transaction. But the employee who rings you up, unpacks the delivery, or answers the support chat is a touchpoint that…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The One Touchpoint Journey Maps Almost Always Ignore, the Employee
In this episode of Customer Journey with Fexingo, Lucas and Luna tackle a blind spot in most customer journey maps: the employee touchpoint. They explore how a…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the B2B Procurement Portal
Lucas and Luna dive into a neglected touchpoint in most B2B customer journey maps: the procurement portal. They walk through a real example—a mid-market SaaS…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Your Journey Map Misses the Voice Customer Journey
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a critical blind spot in journey mapping: the voice customer journey. They dissect how…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Your Journey Map Misses the Post-Delivery Unboxing Experience
Most customer journey maps stop at 'product delivered.' But the unboxing experience is a critical touchpoint that shapes brand perception and drives…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Your Journey Map Misses the Subscription Cancellation Funnel
Most customer journey maps stop at purchase or repeat purchase. But what about the cancellation flow? In this episode, Lucas and Luna dive into why the…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Chatbot Handoff That Kills Your Customer Journey
Every customer journey map includes a chatbot. But most maps stop at the chatbot interaction and never trace what happens after the bot escalates to a human…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Abandoned Cart Email Nobody Opens and What to Do About It
Lucas and Luna dig into a specific pain point in the customer journey — the abandoned cart email — and explain why most of them fail. They break down the data…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Journey Maps Overlook the Micro-Conversion Moment
In Episode 88 of Customer Journey with Fexingo, Lucas and Luna explore a blind spot in most customer journey maps: the micro-conversion moment. Lucas points to…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Most Journey Maps Miss the Pre-Order
In this episode, Lucas and Luna tackle a blind spot in nearly every customer journey map: the pre-order or pre-sale waiting period. They use the example of a…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Post-Purchase Survey Blind Spot in Journey Maps
Most customer journey maps track every touchpoint from awareness to purchase, but then stop the moment the transaction clears. In this episode, Lucas and Luna…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Overlook the Post-Delivery Unboxing Experience
In episode 85, Lucas and Luna examine a critical but often neglected touchpoint in customer journey mapping: the unboxing experience. While most journey maps…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Your Journey Map Probably Misses the Post-Purchase Surprise
Episode 84 of Customer Journey with Fexingo. Lucas and Luna drill into the most ignored touchpoint in most journey maps: the moment after a customer buys and…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Journey Maps Miss the Post-Cancel Experience
In episode 83 of Customer Journey with Fexingo, Lucas and Luna examine a blind spot in most customer journey maps: what happens after a customer cancels. They…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Journey Maps Miss the Resale Buyer Journey
Most customer journey maps stop at the first sale, but a growing number of consumers now enter the journey again as resale buyers. In this episode, Lucas and…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Offline Returns Friction
In Episode 81 of Customer Journey with Fexingo, Lucas and Luna dive into a touchpoint most journey maps ignore: the offline return. Using a case study from a…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Offline Sales Rep Handoff
In this episode of Customer Journey with Fexingo, Lucas and Luna discuss a blind spot in most journey maps: the handoff from online inquiry to offline sales…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Try-Before-You-Buy Funnel
Episode 79 of Customer Journey with Fexingo tackles a blind spot many marketers overlook: the try-before-you-buy funnel. Lucas and Luna break down a specific…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Anonymous Visitor Blind Spot
Most customer journey maps start tracking visitors only after they identify themselves — name, email, login. But what about the 70 to 80 percent of site…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The One Touchpoint Most Journey Maps Miss the Social Proof Gap
Most customer journey maps track clicks, opens, and purchases. But they miss the moment a prospect opens a separate tab to search 'is this company…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Offline Returns Friction
In this episode, Lucas and Luna uncover a blind spot in most customer journey maps: the offline returns process. While brands meticulously map digital…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
When Your Customer Journey Map Misses the Share of Voice Gap
Most customer journey maps focus on owned and paid touchpoints — your website, ads, email. But they completely ignore earned media: the conversations happening…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The One Touchpoint Most Journey Maps Overlook
Most customer journey maps end at the point of conversion or retention. But they miss a crucial moment: the customer's first attempt to get help. In this…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The One Touchpoint Most Journey Maps Overlook
Customer journey maps often miss the pre-purchase research touchpoint where consumers consult social media comments, Reddit threads, and YouTube reviews before…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Word-of-Mouth Trigger
Episode 72 of Customer Journey with Fexingo explores a blind spot nearly every map has: the word-of-mouth trigger. Lucas and Luna break down how most journey…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Journey Maps Miss the Offline-to-Online Attribution Gap
Episode 71 of Customer Journey with Fexingo. Lucas and Luna explore how customer journey maps often miss a crucial blind spot: the offline-to-online…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the B2B Buying Committee Handoff
Episode 70 of Customer Journey with Fexingo. Lucas and Luna dig into a blind spot that trips up even sophisticated B2B marketers: the moment a single prospect…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Retention Email Sequence
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a blind spot many marketers overlook: the retention email sequence after a…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Mobile App Deep Link Gap
Episode 68 of Customer Journey with Fexingo explores a blind spot many marketers overlook: the mobile app deep link gap. When a user clicks a link on their…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Subscription Upsell Window
Episode 67 of Customer Journey with Fexingo dives into a blind spot most maps leave blank: the subscription upsell window. Lucas walks through how a mid-size…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Exit Intent Blind Spot
Most marketers optimize for the buyer who stays. But what about the buyer who's about to leave? In this episode, Lucas and Luna explore the 'exit…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Chatbot Handoff Breakpoint
Episode 65 of Customer Journey with Fexingo dives into a hidden friction point in modern customer journeys: the chatbot-to-human handoff. Lucas and Luna…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Appointment Booking Friction
In episode 64 of Customer Journey with Fexingo, Lucas and Luna examine a specific blind spot in most customer journey maps: the appointment booking step…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Customer Journey Maps Miss the Subscription Pause Moment
In this episode, Lucas and Luna explore a hidden gap in most customer journey maps: the subscription pause. They use the example of a fictional meal-kit…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One Brand Mapped the TikTok Shop Discovery Phase
In this episode, Lucas and Luna dive into a blind spot many customer journey maps still miss: the TikTok Shop discovery phase. They explore how a…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One Brand Mapped the Customer Journey for Pet Adoption
Episode 61 of Customer Journey with Fexingo explores how a pet adoption nonprofit mapped the emotional customer journey from browsing to adoption. Lucas and…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One Brand Mapped the Post-Purchase Survey Blind Spot
Episode 60 of Customer Journey with Fexingo explores a common blind spot in customer journey mapping: post-purchase surveys that ask about satisfaction too…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Abandoned Cart Widget Blind Spot
Most marketing teams obsess over the abandoned cart email sequence, but they overlook the biggest blind spot in the customer journey: the abandoned cart widget…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Invisible Revenue Leak
Most customer journey maps focus on what customers do, but they miss what customers don't do. In this episode, Lucas and Luna explore the hidden revenue…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Generative AI Search Moment
In episode 57 of Customer Journey with Fexingo, Lucas and Luna explore a blind spot that's growing fast: the generative AI search moment. When a potential…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Social Listening Gap
Lucas and Luna explore a blind spot in most customer journey maps: the social listening gap. They examine how brands overlook the unstructured chatter on…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Dark Social Sharing Moment
Episode 55 of Customer Journey with Fexingo dives into dark social—the private sharing of links via messaging apps, email, and encrypted channels that never…