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 Privacy Regulation Reshapes Customer Journey Maps
Episode 54 of Customer Journey with Fexingo explores how privacy regulations like GDPR and CCPA are forcing marketers to rethink customer journey maps. Lucas…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Third-Party Cookie Phase-Out
With Google's third-party cookie deprecation now fully rolled out as of late 2024, marketers are discovering that their customer journey maps have a blind…
- 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…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Voice Search Gap
In this episode, Lucas and Luna explore a blind spot in most customer journey maps: voice search. They examine how voice queries change the shape of the…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Customer Journey Maps Miss the Review Visibility Trap
In this episode of Customer Journey with Fexingo, Lucas and Luna explore how customer journey maps often overlook a critical post-purchase touchpoint: review…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Post-Purchase Advocacy Window
Episode 49 of Customer Journey with Fexingo examines a common blind spot in customer journey mapping: the post-purchase period where satisfied buyers can…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
When Customer Journey Maps Miss the Offline-Online Handoff
Episode 48 of Customer Journey with Fexingo dives into a major blind spot in most journey maps: the handoff between online research and in-store purchase…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Product-Led Growth Funnel
Episode 47 of Customer Journey with Fexingo dives into a blind spot many maps share: the product-led growth funnel. Lucas and Luna explore how a PLG model…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One Brand Mapped the Unsubscribe Funnel to Retain Subscribers
When a subscription box service noticed a spike in churn after month three, they didn't just optimize the onboarding flow. Instead, they mapped the…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One Brand Mapped the Unfollow Button to Improve Retention
Lucas and Luna explore the silent exit: the customer journey moment when users unfollow, unsubscribe, or walk away without complaint. This episode drills into…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How a SaaS Trial Drop-Off Point Reveals Customer Intent
Lucas and Luna drill into a specific problem with customer journey maps: the SaaS free trial window. Most companies measure conversion from trial to paid, but…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One Bank Mapped the Unconscious Customer Journey
Episode 43 of Customer Journey with Fexingo dives into a fresh angle: the unconscious journey. Lucas and Luna explore how cognitive biases—like the…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Competitive Switching Moment
Episode 42 of Customer Journey with Fexingo tackles a blind spot in most maps: the moment a prospect actively considers a competitor. Lucas and Luna break down…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Anonymous Browsing Phase
Most customer journey maps start too late. They begin the moment a user fills out a form or creates an account, completely ignoring the anonymous browsing…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
When Customer Journey Maps Miss the Zero-Party Data Moment
Lucas and Luna explore how customer journey maps often ignore the moment when a customer willingly shares their preferences—what marketing experts call…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How a Five-Second Website Load Kills Your Customer Journey
In episode 39 of Customer Journey with Fexingo, Lucas and Luna explore how page speed is the silent killer of well-mapped customer journeys. Using a real case…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Pre-Account Window
Episode 38 of Customer Journey with Fexingo dives into a blind spot most journey maps share: the pre-account window. Lucas and Luna break down the gap between…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
When Customer Journey Maps Miss the Interstitial Touchpoint
Episode 37 of Customer Journey with Fexingo explores a hidden layer in journey mapping: the interstitial touchpoint. Lucas and Luna discuss how moments between…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the In-Store Touchpoint
Episode 36 of Customer Journey with Fexingo: Lucas and Luna unpack a blind spot in many journey maps — the physical store. They examine how one apparel brand…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Voice Channel
Lucas and Luna explore why customer journey maps almost always skip voice calls, focusing on a mid-sized e-commerce brand that discovered 23 percent of its…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Reveal the Micro-Conversion Gap
Most marketers obsess over the final purchase conversion, but what about the dozens of micro-conversions that happen along the way? Lucas and Luna dive into…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
When Customer Journey Maps Miss Emotional Transitions
Episode 33 of Customer Journey with Fexingo: Lucas and Luna unpack the overlooked emotional transitions that customer journey maps often skip—the subtle shifts…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Reveal Loyalty Program Blind Spots
Lucas and Luna explore how customer journey maps often miss the post-purchase loyalty experience, focusing on a specific case: a mid-sized apparel retailer…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
When Customer Journey Maps Miss the Micro-Moment Window
Episode 31 of Customer Journey with Fexingo: Lucas and Luna dig into micro-moments — those intent-rich two-second windows when a customer pulls out their phone…
- 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…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One B2B Brand Mapped Anonymous Visitors to Revenue
Episode 29 of Customer Journey with Fexingo dives into the challenge B2B brands face: most website visitors never fill out a form. Lucas and Luna break down…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Your Customer Journey Map Needs a Service Blueprint Layer
Most customer journey maps stop at what the customer sees. But the real friction — the stuff that breaks trust, slows delivery, and frustrates employees —…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the B2B Buying Group
Most customer journey maps focus on a single decision-maker—but B2B purchases often involve buying groups of five or more stakeholders, each with their own…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
When Customer Journey Maps Ignore the Post-Purchase Window
Episode 26 of Customer Journey with Fexingo reveals a blind spot in most journey maps: the post-purchase period. Lucas and Luna explore how brands like Warby…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One Touchpoint Creates a Halftime Effect in the Customer Journey
On this episode of Customer Journey with Fexingo, Lucas and Luna explore the 'halftime effect'—a pivotal moment in the customer journey where a…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Reveal Channel Cannibalization
Episode 24 of Customer Journey with Fexingo. Lucas and Luna explore how customer journey maps can expose channel cannibalization—when one marketing channel…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
When Customer Journey Maps Miss the Pre-Buying Window
Most marketers map the journey from first click to purchase. But what about the weeks or months before the customer ever enters your funnel? Lucas and Luna…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Reveal Hidden Pricing Friction
Lucas and Luna explore how pricing friction — not price itself — derails customer journeys. Using a real example from a mid-market SaaS company that lost 40%…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Your Customer Journey Map Needs a Data Layer
Most customer journey maps are built on assumptions and surveys—but they miss the real behavioral data hidden in your analytics. In this episode, Lucas and…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Your Customer Journey Map Needs a Friction Audit
Episode 20 of Customer Journey with Fexingo dives into friction audits—a systematic way to identify and remove customer journey obstacles. Lucas and Luna…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Your Customer Journey Map Needs a Churn Forensics Layer
Most customer journey maps show where people leave. They don't show why. In this episode, Lucas and Luna explore a concept called churn forensics —…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One DTC Brand Fixed Mobile Checkout with One Change
In this episode, Lucas and Luna dig into a specific mobile checkout problem that was costing a direct-to-consumer apparel brand 22% of its mobile traffic. They…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One Financial Brand Fixed Abandoned Checkout with a Single Touchpoint
In this episode, Lucas and Luna break down how a mid-market fintech company reduced cart abandonment by 27 percent in six weeks by adding a single, well-timed…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Your Welcome Email Is Your Most Critical Touchpoint
Lucas and Luna unpack the surprising data behind the welcome email — the single touchpoint that sets the tone for the entire customer relationship. They…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint That Kills Customer Trust
Lucas and Luna explore how a single broken touchpoint—the checkout error message—can destroy years of accumulated customer trust. Using a case study from a…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Hidden Power of Offline Touchpoints in a Digital Journey
Most customer journey maps focus on digital touchpoints—email, ads, social—but ignore the offline moments that often make or break the relationship. In this…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Mobile Touchpoints Feel Like Noise
Lucas and Luna explore why so many mobile marketing touchpoints fail to resonate with customers. They break down a real-world case: a mid-size e-commerce brand…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Hide Your Best Touchpoints
Most customer journey maps are built from your company's perspective, not the customer's. In this episode, Lucas and Luna explore why the touchpoints…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why 90 Percent of Customer Journey Maps Ignore This Stage
Most customer journey maps stop at purchase, but the real competitive advantage often lies in the post-purchase experience. Lucas and Luna dig into why…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The One Metric That Predicts Customer Loyalty Better Than NPS
Lucas and Luna dig into the Customer Effort Score — a metric that predicts whether a customer will repurchase better than satisfaction or NPS. They break down…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One Touchpoint Can Fix Your Customer Journey
Lucas and Luna explore why fixing a single broken touchpoint can transform the entire customer journey. Using the case of a mid-size DTC mattress company that…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One Retailer Cut Churn 30 Percent with a Single Touchpoint
We break down how a mid-size direct-to-consumer apparel brand reduced customer churn by 30 percent simply by redesigning one neglected touchpoint: the…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Mapping Customer Emotions Not Just Actions
In this episode of Customer Journey with Fexingo, Lucas and Luna explore how most customer journey maps fail by focusing only on actions—clicks, visits…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Your Customer Journey Map Is Probably Wrong
In this episode of Customer Journey with Fexingo, Lucas and Luna tackle a hidden flaw in most customer journey maps: they're based on the company's…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Zero-Proof Purchase Why Customers Leave Without Buying
Lucas and Luna zero in on an overlooked marketing blind spot: the zero-proof purchase — when a customer completes a full journey (browse, consider, compare…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Attribution Models Lie About Your Best Channels
Most marketers trust their attribution reports to tell them which channels drive conversions. But Lucas and Luna reveal why those reports are often dangerously…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Unengaged Touchpoints Are Costing You Customers
Lucas and Luna explore a hidden problem in customer journey mapping: the 'silent touchpoints' that don't drive action but still drain resources…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why the Post-Purchase Moment Is Your Best Marketing Channel
In this episode of Customer Journey with Fexingo, Lucas and Luna unpack a counterintuitive insight: the most powerful marketing channel isn't a Facebook…
- Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Customer Journey Is Not a Funnel Anymore
In the debut episode of Customer Journey with Fexingo, Lucas and Luna revisit the classic marketing funnel through the lens of a single data point: the average…