『Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing』のカバーアート

Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing

Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing

著者： Fexingo
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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 a costly myth. They break down Net Promoter Score versus Customer Effort Score, and debate whether reducing friction always boosts retention. This show is for marketers who want to design journeys—not just measure them. What happens when your customer's map doesn't match your intention? #CustomerJourney #Touchpoints #MultiChannelMarketing #Marketing #CX #CustomerExperience #FunnelOptimization #Attribution #NPS #CES #OmniChannel #WarbyParker #Spotify #B2BMarketing #Retention #Business #FexingoBusiness #BusinessPodcast Keep every episode free: buymeacoffee.com/fexingo© 2026 Fexingo. All rights reserved. 経済学
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  • The Touchpoint Where Your Customer Journey Map Ignores Word of Mouth

    The Touchpoint Where Your Customer Journey Map Ignores Word of Mouth
    2026/07/21
    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 mattress brand that saw a 40 percent lift in conversion by optimizing for referral conversations, they offer concrete tactics like seeding shareable product stories and creating 'talk triggers.' They also touch on the economics of listener-supported podcasting, noting that a small group of fans on Buy Me a Coffee keeps the show ad-free. Perfect for marketers looking to extend their maps beyond owned channels. #WordOfMouth #CustomerJourney #JourneyMapping #Touchpoint #ReferralMarketing #MarketingStrategy #BrandAwareness #DTC #MattressBrand #TalkTrigger #PrePurchase #SocialProof #MarketingPodcast #FexingoBusiness #BusinessPodcast #CustomerExperience #LucasAndLuna #HiddenTouchpoint Keep every episode free: buymeacoffee.com/fexingo
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    8 分
  • The Hidden Touchpoint Where Customer Data Gets Stale

    The Hidden Touchpoint Where Customer Data Gets Stale
    2026/07/21
    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 address may have changed' email. Lucas explains the behavioral economics behind the 'default effect'—why customers rarely update information unless prompted—and how a well-timed nudge can clean up CRM data without annoying subscribers. Luna challenges whether the risk of unsubscribes outweighs the benefit, and they discuss A/B test results showing a 0.3% unsubscribe rate versus a 4% data update rate. The episode also covers privacy compliance implications under GDPR and CCPA, and why this touchpoint is especially critical for subscription-based businesses. If you've ever wondered why your segmentation keeps failing or why email campaigns feel stale, this episode offers a simple fix hiding in plain sight. #DataUpdateTouchpoint #CustomerJourneyMapping #DataHygiene #CRMData #PersonalizationFail #DefaultEffect #EmailMarketing #CustomerData #SubscriptionBusiness #GDPR #CCPA #RepeatPurchaseRate #ABTesting #MarketingStrategy #CustomerJourney #BusinessPodcast #FexingoBusiness #Marketing Keep every episode free: buymeacoffee.com/fexingo
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    11 分
  • Why Journey Maps Miss the Thank You Page Touchpoint

    Why Journey Maps Miss the Thank You Page Touchpoint
    2026/07/20
    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 it could be a powerful signal for intent, a zero-party data capture moment, and a launchpad for repeat engagement. Using examples from Warby Parker and a fictional DTC mattress brand, they discuss how a simple post-purchase page can tell you more about customer priorities than months of A/B testing. They also unpack the behavioral economics behind the 'fresh start effect' and how timing a second ask can lift conversion rates by 8 to 12 percent. Plus, a candid moment about listener support keeping the show ad-free. If you've ever built a journey map, this episode will make you rethink that final step. #ThankYouPage #CustomerJourney #TouchpointOptimization #PostPurchaseExperience #ZeroPartyData #BehavioralEconomics #FreshStartEffect #ConversionRateOptimization #MarketingStrategy #DTCMarketing #WarbyParker #CustomerIntent #DataCollection #FunnelOptimization #FexingoBusiness #BusinessPodcast #MarketingPodcast #CustomerExperience Keep every episode free: buymeacoffee.com/fexingo
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    7 分
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