Episodes

  • How Customer Journey Maps Miss the Post-Purchase Email Trigger

    How Customer Journey Maps Miss the Post-Purchase Email Trigger
    Jun 15 2026
    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 brand Brooklinen, which redesigned its email flows based on customer feedback about friction in the 'unboxing to first wash' window. Lucas walks through the three key trigger moments (shipment confirmation, delivery day, one-week follow-up) and explains why most maps treat them as a single 'post-purchase' bucket. Luna challenges whether over-automation risks making the emails feel robotic, and they discuss how a human-curated timing model—tested with A-B splits—outperformed a purely automated schedule by 15 percent in customer satisfaction scores. #CustomerJourney #PostPurchaseEmail #EmailMarketing #CustomerRetention #MarketingAnalytics #DTCBrands #Brooklinen #CustomerTouchpoints #JourneyMapping #EmailAutomation #ABTesting #CustomerSatisfaction #RepeatPurchaseRate #MarketingPodcast #FexingoBusiness #BusinessPodcast #MarketingStrategy #CustomerExperience Keep every episode free: buymeacoffee.com/fexingo
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    8 mins
  • How Customer Journey Maps Miss the Voice Search Gap

    How Customer Journey Maps Miss the Voice Search Gap
    Jun 14 2026
    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 discovery phase — shorter, more conversational, often zero-click. Using the example of a home services brand that saw a 40% drop in organic leads after voice assistants became the primary search method for 'plumber near me', they discuss why traditional touchpoint mapping fails to capture voice interactions. The hosts walk through a specific fix: adding a 'voice query layer' to the journey map that accounts for intent drift and spoken language patterns. They also touch on what happens when voice assistants surface competitor results before your brand. A practical episode for marketers trying to keep their maps relevant in a post-typed-search world. #VoiceSearch #CustomerJourney #JourneyMapping #MarketingStrategy #Touchpoints #ZeroClickSearch #SEO #VoiceCommerce #HomeServices #IntentDrift #SearchBehavior #DigitalMarketing #ConversationalAI #LocalSEO #MarketingPodcast #FexingoBusiness #BusinessPodcast #CustomerExperience Keep every episode free: buymeacoffee.com/fexingo
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    11 mins
  • Why Customer Journey Maps Miss the Review Visibility Trap

    Why Customer Journey Maps Miss the Review Visibility Trap
    Jun 14 2026
    In this episode of Customer Journey with Fexingo, Lucas and Luna explore how customer journey maps often overlook a critical post-purchase touchpoint: review visibility. They use the case of a mid-market DTC furniture brand that saw a 12% drop in repeat purchasers over three months because positive reviews were buried on third-party platforms. The hosts discuss how the brand redesigned its journey map to surface reviews earlier in the consideration phase, leading to a 22% increase in returning customers. They also touch on the broader lesson that journey maps must account for off-site review ecosystems, not just on-site content. Listeners learn why 'review visibility' deserves its own stage in the post-purchase advocacy window, and how a simple audit of review placement can reveal a hidden leak in retention. #CustomerJourney #Touchpoints #JourneyMapping #ReviewVisibility #PostPurchase #Retention #DTCMarketing #CustomerAdvocacy #MarketingStrategy #BrandLoyalty #ReputationManagement #SocialProof #CX #FurnitureBrand #FunnelOptimization #BusinessPodcast #FexingoBusiness #Marketing Keep every episode free: buymeacoffee.com/fexingo
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    9 mins
  • How Customer Journey Maps Miss the Post-Purchase Advocacy Window

    How Customer Journey Maps Miss the Post-Purchase Advocacy Window
    Jun 13 2026
    Episode 49 of Customer Journey with Fexingo examines a common blind spot in customer journey mapping: the post-purchase period where satisfied buyers can become powerful advocates. Lucas and Luna explore why most maps stop at the transaction, missing the critical window between delivery and repeat purchase. They break down a real-world example from a DTC mattress brand that saw a 40 percent referral lift by mapping the advocacy moment. The hosts discuss data on word-of-mouth triggers, the role of delivery experience, and why companies often underinvest in the post-purchase touchpoint. Lucas shares how integrating post-purchase survey data and referral timing into journey maps uncovered a simple tweak that boosted customer lifetime value. Luna pushes back on the assumption that advocacy happens naturally. The episode also includes a brief, candid moment about how listener support via buy me a coffee dot com slash fexingo keeps the show ad-free. Perfect for marketers, CX professionals, and founders looking to squeeze more value from existing customers. #CustomerJourney #PostPurchase #CustomerAdvocacy #ReferralMarketing #WordOfMouth #CustomerExperience #CX #JourneyMapping #Marketing #LifetimeValue #CLV #DTCMarketing #MattressIndustry #DeliveryExperience #CustomerRetention #FexingoBusiness #BusinessPodcast #MarketingPodcast Keep every episode free: buymeacoffee.com/fexingo
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    8 mins
  • When Customer Journey Maps Miss the Offline-Online Handoff

    When Customer Journey Maps Miss the Offline-Online Handoff
    Jun 13 2026
    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. Lucas and Luna use the 2025 Starbucks 'Siren Craft' limited-edition cup launch as a concrete case. When an app-exclusive early-access drop created chaos at physical registers, the map broke down. They discuss what a 'handoff analysis' looks like—tracking how customers switch channels mid-journey—and why brands that ignore this lose conversion and loyalty. Specific metrics like 'channel-switch abandonment rate' and real examples from Warby Parker and REI are cited. If your customer journey map treats digital and physical as separate funnels, this episode will show you the hidden gap. #CustomerJourney #Marketing #Omnichannel #OfflineOnline #Starbucks #SirenCraft #HandoffAnalysis #ChannelSwitch #JourneyMapping #Touchpoints #Retail #MobileApp #InStore #Conversion #Loyalty #FexingoBusiness #BusinessPodcast #MarketingStrategy Keep every episode free: buymeacoffee.com/fexingo
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    9 mins
  • How Customer Journey Maps Miss the Product-Led Growth Funnel

    How Customer Journey Maps Miss the Product-Led Growth Funnel
    Jun 12 2026
    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 flips the traditional journey by putting the product itself as the main acquisition channel. Using the example of a fictional SaaS company, CloudBoard, they show how standard journey maps overlook trial-to-paid conversion, in-product feature adoption, and the viral loop. Listeners learn one concrete fix: adding a 'product experience' layer to their journey map that tracks in-app behaviors like time-to-value and feature stickiness. The episode also touches on why this matters for B2B marketers in mid-2026 — as more buyers demand self-serve evaluation before talking to sales. #ProductLedGrowth #PLG #CustomerJourneyMap #SaaSMarketing #B2BMarketing #Marketing #FexingoBusiness #BusinessPodcast #CustomerExperience #ConversionFunnel #ProductExperience #TimeToValue #FeatureAdoption #ViralLoop #TrialConversion #SelfServe #CloudBoard #JourneyMapping Keep every episode free: buymeacoffee.com/fexingo
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    9 mins
  • How One Brand Mapped the Unsubscribe Funnel to Retain Subscribers

    How One Brand Mapped the Unsubscribe Funnel to Retain Subscribers
    Jun 12 2026
    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 unsubscribe funnel — the series of steps and micro-moments that lead a customer to cancel. In this episode, Lucas and Luna walk through how the company identified four specific signals — a customer service hold time, a skipped shipment, a pricing page visit, and a two-week gap in opens — that predicted churn with 78% accuracy. They then built sequenced interventions for each signal, reducing subscriber churn by 22% in one quarter. Lucas shares the exact mapping methodology they used, including the distinction between active and passive unsubscribe triggers, and Luna challenges whether the approach could backfire with overly aggressive retention tactics. The episode closes with practical steps any brand can take to map their own exit paths before it's too late. #CustomerJourney #UnsubscribeFunnel #ChurnReduction #RetentionMarketing #SubscriptionBox #ExitPathMapping #PredictiveAnalytics #MicroMoments #CustomerSignals #PassiveChurn #ActiveChurn #RetentionStrategy #MarketingPodcast #CustomerJourneyMap #FexingoBusiness #BusinessPodcast #LucasAndLuna #Marketing Keep every episode free: buymeacoffee.com/fexingo
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    9 mins
  • How One Brand Mapped the Unfollow Button to Improve Retention

    How One Brand Mapped the Unfollow Button to Improve Retention
    Jun 11 2026
    Lucas and Luna explore the silent exit: the customer journey moment when users unfollow, unsubscribe, or walk away without complaint. This episode drills into how a subscription meal-kit brand mapped the 'unfollow button' as a legitimate touchpoint — not as a failure, but as a signal. By analyzing the 48 hours before cancellation, they identified three predictable friction points and redesigned the exit flow to recover 12% of cancellations and improve post-purchase satisfaction scores by 18%. Lucas and Luna break down the mapping process, the emotional data hidden in churn, and why every journey map should include a 'disengagement path.' A must-listen for marketers who want to turn exits into insights. #CustomerJourneyMapping #ChurnAnalysis #SubscriptionBusiness #MealKitBrand #ExitTouchpoint #PostPurchaseExperience #RetentionStrategy #UnfollowButton #DisengagementPath #EmotionalData #FrictionPoints #RecoveryFlow #SatisfactionScores #JourneyMapping #MarketingStrategy #CustomerExperience #FexingoBusiness #BusinessPodcast Keep every episode free: buymeacoffee.com/fexingo
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    8 mins