Episodes
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 brand turned around its reputation by addressing complaints directly. This approach builds trust and drives sales. Listen to learn how to leverage user-generated content for better marketing results. #CustomerReviews #PurchaseDecisions #BrandTrust #MarketingStrategy #UserGeneratedContent #ReputationManagement #ConsumerBehavior…
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 chat, files, and integrations. Lucas and Luna discuss the strategic shift from selling software licenses to selling collaboration experiences, analyzing how customer journey maps must now account for informal digital interactions that bypass traditional procurement channels. #CustomerJourney #MicrosoftTeams #EnterpriseSales…
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 message. They explore why DMs are not just a customer service channel but a pivotal moment where brand perception is shaped, using the example of a small coffee roaster that turned a complaint into a loyal customer. They discuss the psychology of the 'private inbox', the difference between public replies and private resolutions, and how…
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: the retry, the email, the support call, the abandonment. In this episode of Customer Journey with Fexingo, Lucas and Luna dig into a study of 40,000 payment failures that found 62% of customers will try again within 24 hours — but only if the brand handles the decline with empathy and clarity. They break down the anatomy of a declined…
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 proactively recommends your brand to a friend, colleague, or on a public forum. They explore why this 'advocacy moment' is rarely mapped, how it differs from loyalty or repeat purchase, and what happens when companies fail to acknowledge or enable it. Using the example of a B2B software buyer who casually mentions a tool in a Slack community…
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 page to search your brand, product, or a competitor. Using the example of a mid-market SaaS trial, they explain why this 'escape to search' is a critical signal of intent and friction, and how mapping it can reveal hidden drop-off reasons. They discuss practical ways to capture this data, from search console to session replays, and how to…
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. They argue that most B2B maps treat the trial as a black box between sign-up and purchase, missing the critical moment when a user actually logs in for the first time. Drawing on a real example from a SaaS company that cut trial-to-paid conversion by 40 percent after redesigning that first login, they explore why the trial is not a single…
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 on a real-world example from a subscription box service, they explore how a well-designed exit flow can salvage relationships, reduce churn, and even spark word-of-mouth. Lucas breaks down the psychology of the 'exit moment' and presents a counterintuitive idea: making it a positive experience. They discuss the numbers behind retention…
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 their own procurement team. Lucas and Luna unpack why the buying journey doesn't end at the sign-off, how a vendor's marketing collateral gets repurposed as an internal sales document, and why mapping this hidden handoff can shorten deal cycles dramatically. They cite a concrete example: a mid-sized SaaS company that cut its average sales cycle…
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. They dissect why many companies treat onboarding as a one-size-fits-all checklist, and how a personalized, progressive disclosure approach can dramatically reduce drop-off rates and boost long-term engagement. Lucas cites a real-world example: a fintech app that cut its activation time by 30 percent after redesigning its onboarding to…
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 a genuine, unsolicited compliment about their purchase. They discuss why this micro-moment of positive reinforcement can build loyalty more effectively than discounts or rewards, and how brands can create conditions for it to happen naturally. Drawing on a real example from a specialty running shoe store, they break down the psychology of…
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 handoff between sales and customer success. When a deal closes, the baton passes from sales to implementation, but most journey maps skip this transition, leaving customers in a confusing limbo. The hosts break down why this moment matters, the risks of a poor handoff, and practical ways to map and improve it. They share a real-world example…
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 with Fexingo, Lucas and Luna dig into the hidden touchpoint: the moment a customer stops engaging, stops opening emails, stops logging in. Using the example of a fictional SaaS company, they explore how behavioral data — declining login frequency, dwindling feature usage, slower response times — can be a powerful churn predictor. They discuss…
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 explore why marketers obsess over the ad creative but treat the landing page as a formality, and how that single gap quietly kills campaigns. They walk through the anatomy of a high-converting landing page — from headline to form to trust signals — and share a simple three-question audit any team can run before launch. With a nod to the…
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 mid-sized SaaS company, they reveal how a 3.2 percent conversion rate improvement came from fixing one overlooked touchpoint. They walk through why the click-to-landing moment is a handoff, not a handshake, and how mapping the gap between ad promise and page reality can quietly kill or resurrect campaigns. Expect a concrete framework for auditing…
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 episode, Lucas and Luna dig into the opt-out experience as a real touchpoint: why the best unsubscribe pages feel like a conversation, how Spotify and Netflix handle the 'are you sure' moment, and what behavioral data from a European SaaS company reveals about the 24-hour grace period. They also look at the psychology of inertia and loss…
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 frustration can pivot to loyalty or loss. They break down how a well-designed returns experience cuts friction, builds trust, and even drives repeat purchases, using real-world examples like Zappos and Warby Parker. They also explore the data goldmine hidden in return reasons, how to map the emotional arc of a return, and why most companies…
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 that while marketers obsess over acquisition and onboarding, the renewal is where customer lifetime value is actually won or lost. Using the example of a SaaS company like Salesforce, they show how a renewal isn't a single transaction but a series of micro-touchpoints—from the pre-renewal health score review to the negotiation and the…
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 registration. They discuss why brands treat warranties as a legal formality rather than a relationship moment, and how a simple proactive email can turn a mundane step into a trust-building opportunity. Using the example of a consumer electronics brand that saw a 30 percent increase in repeat purchases after revamping its warranty onboarding…
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 meeting inside a B2B buying committee. Drawing on the story of a mid-sized software company's six-month sales cycle, they break down how the champion's private pitch to their CFO and IT director shapes the deal more than any marketing email. They discuss how to map this invisible touchpoint, what kind of content supports it, and why a 'champion…
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 search. They use the example of someone asking a smart speaker for the nearest coffee shop, and explain how the lack of a screen changes the touchpoint entirely. The episode covers the rise of voice search, the difference between typed and spoken queries, and the practical steps brands can take to optimize for voice, from content structure to…
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 a mobile device while standing in a physical store. They dive into real-world examples like a shopper price-comparing on their phone, a traveler pulling up a hotel’s app at the front desk, and a diner scanning a QR code at a restaurant. The conversation covers why these tiny, intent-rich moments are gold for marketers, how to design for…
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 human agent. Lucas and Luna unpack a 2025 study showing that 78% of consumers have had to repeat information when transitioning from bot to human, and how that friction is silently eroding satisfaction. They explore why the handoff is a critical moment of emotional vulnerability, how to design a smooth transition with clear triggers and…
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 that moment into a second chance. In this episode, Lucas and Luna dig into the unsubscribe pivot: what happens when a customer clicks that link, and how smart companies turn a goodbye into a stay. They break down the psychology of the 'snooze' option, citing a skincare brand that cut cancellations by 18 percent in a single quarter, and a…
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. They discuss a recent study showing that 67% of customers who call a support line have already tried three other channels, and how that context is lost in most journey maps. They use the example of a mid-sized software company that discovered their best customers had a specific pattern of calling after a failed self-service attempt, leading to a…
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. They explore how this seemingly transactional message can shape customer expectations, reduce support tickets, and even drive repeat purchases. Using the example of a mid-sized e-commerce brand that reduced its 'where is my order' queries by 30 percent with a revamped confirmation, they discuss the psychology of anticipation, the role of…
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 from the Journal of Marketing showing that referral rates spike when customers are asked at their peak satisfaction moment — often right after a support interaction — and examine how brands like Dropbox and Tesla have designed referral loops that feel native to the experience. The conversation moves from the psychology of referral timing to…
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 moment. When a customer leaves a cart and then searches for the product again, that's a golden opportunity to re-engage—but most maps treat it as a dead end. They discuss a real example from a mid-sized DTC skincare brand that saw a 23 percent recovery rate simply by adjusting their retargeting copy for that specific search moment.…
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, store, or share their personal information. They argue that most journey maps treat privacy as a compliance checkbox, missing its power as a trust-building moment. Using the example of a fitness app's onboarding flow, they show how asking for consent with clear language and real choices can reduce abandonment and increase long-term loyalty.…
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 review. In this episode, Lucas and Luna unpack a 2025 study of 4,200 online shoppers showing that a direct, public reply to a review lifts repeat-purchase intent by up to 14 percent — and why most brands still treat review replies as a customer-service chore rather than a marketing touchpoint. They trace how a thoughtful reply can turn a one-time…
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 service. They argue that most journey maps treat pause as a minor detour, but it's actually a high-stakes moment that can make or break retention. Using real-world examples from streaming services and meal-kit companies, they break down why pausing is different from cancelling, how to design a frictionless pause flow, and why the…
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 overlook. They discuss how the physical moment of receiving a package—the box, the packaging, the first impression—shapes customer perception and loyalty long after the purchase is complete. Using examples from D2C brands and the broader e-commerce landscape, they examine why this tactile moment matters, how it influences word-of-mouth…
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 purpose—and missing that granularity costs you engagement, loyalty, and even returns. In this episode, Lucas and Luna dissect the post-purchase educational email sequence using a real DTC eyewear brand example. They show how mapping the third email in a five-part series can shave 15% off return rates, why open-rate drop-off between email two and three…
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 know that pop-up that asks you to rate your experience right after you just tried to find a product or watched a video? Most marketers either ignore it or treat it as an afterthought, but it's actually a rich source of emotional data. Lucas shares a story from a streaming service that saw a 40 percent drop in feedback quality when they…
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 abandoned cart touchpoint is actually a multi-layered cascade of micro-touchpoints: the initial cart abandonment trigger, the immediate post-abandon email, the follow-up with a social proof element, the SMS reminder, and the retargeting ad. This episode digs into a specific case where a skincare brand reorganized their abandoned cart flow into…
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 invisible. In this episode, Lucas and Luna unpack why that missing touchpoint costs brands organic growth, using a case study of a DTC mattress startup that doubled referral rates by mapping the 'unboxing glow' moment. They discuss how to identify advocacy triggers through sentiment analysis and timing cues, and why loyalty loops depend on…
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 it onto journey maps. They discuss how Warby Parker uses survey data to trigger personalized follow-ups, turning feedback into a mini-journey. Learn why treating survey responses as standalone measurement misses their power as behavioral signals, and how to integrate them into your mapping. The hosts also share practical tips: timing the…
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 brands like Everlane and Nike handle out-of-stock notifications, and why a thoughtful back-in-stock alert can be more valuable than a discount code. They discuss a study showing that 60% of shoppers sign up for restock alerts but only 10% feel satisfied with the follow-up. If you're mapping the customer journey, don't overlook the 'empty…
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 process. They discuss why most journey maps stop at purchase, and how companies like Zappos turn returns into loyalty-building moments. Using data from the National Retail Federation showing that 20-30% of online purchases are returned, they explain why mapping the post-purchase reverse logistics touchpoint can reduce customer effort and…
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 why most brands send customers to a generic homepage instead of a product-specific landing page, and how that small failure undermines the entire post-purchase experience. They cite real examples from consumer electronics and CPG, share conversion data, and offer a simple fix that any marketing team can implement by next week. Plus, a…
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 cancellation process (a simplified two-click flow) cut churn by 10 percent in the first month. In this episode, Lucas and Luna explore why the exit experience is actually one of the highest-leverage touchpoints in the entire journey. They break down the psychological shift from 'churn friction' to 'rescue moment,' using examples from streaming…
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 — the critical moment when a customer powers on a device or signs into an app for the first time. They cite data showing 40% of smart speaker buyers never complete initial setup, leading to massive churn. Using examples from fitness trackers and smart home devices, they explore why journey maps skip this touchpoint and how firms like a major…
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 across channels. According to a 2025 Zendesk survey, 72% of customers say having to re-explain their issue is the most frustrating part of customer service. Journey maps typically treat each channel as a separate silo, missing the context handoff. The hosts dive into why banks, telecoms, and retailers fail here, and how companies like…
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 single concrete example — a subscription box company that mapped every step except the payment flow, only to discover a 12% revenue leak when customers hit a confusing checkout. They break down why payment friction isn't just a conversion issue but a brand-trust moment, how the rise of digital wallets like Apple Pay and Buy Now Pay Later…
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 track reactive responses—returns, password resets, chatbot handoffs—they often skip the outreach that brands initiate unprompted, like a proactive check-in after a product setup or a service status update. Lucas draws on a real example from a SaaS company that added a 'Day 3 check-in' touchpoint and saw a 17 percent reduction in early…
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, Lucas and Luna explore a blind spot that costs companies real revenue: the employee onboarding touchpoint. They break down how a new hire's first 30 days directly shape customer experience — using the example of a mid-sized software company that saw a 12 percent drop in first-contact resolution after shuffling…
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 query into Google. Using a real example from a mid-size outdoor gear retailer, they show how the pre-search intent signal—often visible in browser tab-switching or cursor behavior—can predict purchase likelihood within seconds. The episode explains how one brand used session replay and heatmaps to catch this 1.5-second window, reducing…
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. They anchor on a 2025 study from the Temkin Group showing that companies with high employee engagement see 2.5x higher customer satisfaction scores. Using the case of a regional bank that mapped teller workflows alongside customer touchpoints, they show how fixing internal friction (like outdated CRM software and unclear escalation paths)…
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 hears about your brand from a friend or colleague—before they ever visit your site. They break down why this pre-awareness word-of-mouth moment is invisible to traditional mapping, how it shapes first impressions more than any ad, and what you can do to make it a deliberate part of your strategy. Using the example of a DTC…
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 why asking customers to confirm or update their profile after a year of inactivity can dramatically improve personalization, reduce return rates, and even lift lifetime value. They break down a real-world case from a mid-size fashion retailer that saw a 12% increase in repeat purchase rate after implementing a simple 'we noticed your…
Showing the latest 50 episodes. The full archive of 173 is on Apple Podcasts, Spotify and every major podcast app — or via the RSS feed above.