『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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  • When Customer Journey Maps Miss Emotional Transitions

    When Customer Journey Maps Miss Emotional Transitions
    2026/06/05
    Episode 33 of Customer Journey with Fexingo: Lucas and Luna unpack the overlooked emotional transitions that customer journey maps often skip—the subtle shifts in feeling that happen between touchpoints. Using two specific cases—a consumer electronics warranty renewal and a B2B software trial expiration—they show how mapping affective states, not just actions, can prevent churn and unlock retention. The hosts also discuss a simple addition to any journey map: an emotional heatmap layer. Practical, data-backed, and grounded in examples you can apply today. #CustomerJourney #EmotionalTransitions #TouchpointMapping #CustomerExperience #MarketingStrategy #ChurnPrevention #B2BMarketing #B2CMarketing #JourneyMapping #EmotionalHeatmap #AffectiveState #ConsumerBehavior #RetentionStrategy #ServiceBlueprint #CustomerEmotions #FexingoBusiness #BusinessPodcast #MarketingPodcast Keep every episode free: buymeacoffee.com/fexingo
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    10 分
  • How Customer Journey Maps Reveal Loyalty Program Blind Spots

    How Customer Journey Maps Reveal Loyalty Program Blind Spots
    2026/06/05
    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 whose points-based loyalty program was driving churn instead of retention. They walk through the touchpoint audit that uncovered the problem—a redemption process that added friction instead of delight—and discuss how mapping the loyalty loop can reveal blind spots that traditional journey maps ignore. Listeners learn why loyalty program design must be revisited through the lens of the customer journey, not just rewards math. #CustomerJourneyMapping #LoyaltyPrograms #PostPurchaseJourney #CustomerRetention #TouchpointAudit #LoyaltyLoop #RewardsProgram #CustomerExperience #JourneyMappingBlindSpots #Churn #RetailCaseStudy #ApparelBrand #PointsAndRewards #RedemptionFriction #LoyaltyRedesign #Marketing #FexingoBusiness #BusinessPodcast Keep every episode free: buymeacoffee.com/fexingo
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    9 分
  • When Customer Journey Maps Miss the Micro-Moment Window

    When Customer Journey Maps Miss the Micro-Moment Window
    2026/06/04
    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 to learn, do, or buy. They walk through a real case: how a mid-size hotel chain mapped the 'I-want-a-room-tonight' micro-moment and found it was losing bookings because its mobile page took four seconds to load. They discuss how mapping micro-moments requires different data — search query logs, not just clickstream — and why most journey maps miss them entirely. If you've ever wondered why a customer seems to vanish between 'research' and 'purchase', this episode explains the gap. #MicroMoments #CustomerJourneyMapping #MobileMarketing #IntentData #SearchBehavior #PatienceThreshold #ConversionRate #HotelCaseStudy #RealTimeMarketing #TouchpointFriction #LucasAndLuna #FexingoBusiness #BusinessPodcast #MarketingStrategy #UserExperience #PageSpeed #ZeroMomentOfTruth #ZMOT Keep every episode free: buymeacoffee.com/fexingo
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    9 分
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