Episodes

  • Why Your Customer Journey Map Is Probably Wrong

    Why Your Customer Journey Map Is Probably Wrong
    May 23 2026
    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 internal view, not the customer's actual experience. Using the example of a B2B software company that discovered its sales-driven map ignored a critical research phase where customers spent 70% of their time, they reveal how biased mapping leads to misallocated marketing budgets. Lucas explains a simple fix: building a 'moment map' from customer interviews instead of sales team assumptions. They also discuss a case where a retailer found that its post-purchase survey touchpoint was actually driving churn because the survey itself was poorly timed. The episode includes a practical three-step process to audit your own journey map and avoid common pitfalls like over-weighting easy-to-track channels. Listeners will walk away with a concrete framework to test whether their map reflects reality—or just internal wishful thinking. #CustomerJourney #JourneyMapping #MarketingStrategy #CustomerExperience #CX #Touchpoints #MarketingAttribution #B2BMarketing #RetailMarketing #MomentMap #CustomerResearch #ChurnReduction #MarketingROI #DataDrivenMarketing #CustomerBehavior #FexingoBusiness #BusinessPodcast #MarketingPodcast Keep every episode free: buymeacoffee.com/fexingo
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    7 mins
  • The Zero-Proof Purchase Why Customers Leave Without Buying

    The Zero-Proof Purchase Why Customers Leave Without Buying
    May 22 2026
    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, add to cart, enter payment info) and then abandons the transaction at the final second, not because of price or friction, but because the brand never gave them a reason to actually buy today. They dissect a 2025 study of 2,000 consumers that found 38% of so-called 'lost sales' are actually 'postponed purchases' where the customer simply didn't feel urgency — and they walk through three concrete triggers (time-scarcity, social-proof-flash, and outcome-visualization) that brands like Booking.com and Casper have used to convert zero-proof browsers into buyers. A practical episode for anyone running e-commerce, lead-gen, or B2B sales funnels. #ZeroProofPurchase #CustomerJourney #Marketing #FexingoBusiness #BusinessPodcast #Ecommerce #ConversionOptimization #AbandonedCart #UrgencyMarketing #SocialProof #BookingDotCom #Casper #ConsumerBehavior #SalesPsychology #CheckoutFriction #PurchaseIntent #OutcomeVisualization #TimeScarcity Keep every episode free: buymeacoffee.com/fexingo
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    10 mins
  • Why Attribution Models Lie About Your Best Channels

    Why Attribution Models Lie About Your Best Channels
    May 22 2026
    Most marketers trust their attribution reports to tell them which channels drive conversions. But Lucas and Luna reveal why those reports are often dangerously misleading. They examine a 2024 case study from a mid-market DTC skincare brand that found its highest-converting channel, Instagram ads, was actually its worst-performing when measured incrementally. Using a meta-analysis of 178 A/B tests from Skai and a real example from the brand Pai Skincare, they show why last-click, first-click, and even multi-touch attribution models routinely overcredit 'closing' channels like search and undercredit 'opening' channels like podcasts and TV. The episode walks through the concept of incremental lift, explains why a channel with a lower last-click conversion rate can be your most profitable bet, and offers a practical framework for running holdout tests without a massive budget. By the end, you'll understand why one brand that shifted 40% of its budget from paid search to podcast sponsorships saw a 22% increase in overall revenue — even though its attribution dashboard showed search as the 'winner.' #AttributionModels #MarketingAttribution #IncrementalLift #CustomerJourney #DTCBrands #PaiSkincare #Skai #MultiChannelMarketing #LastClickAttribution #FirstClickAttribution #HoldoutTests #AdvertisingROI #PodcastAdvertising #PaidSearch #MarketingStrategy #FexingoBusiness #BusinessPodcast #Marketing Keep every episode free: buymeacoffee.com/fexingo
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    7 mins
  • Why Unengaged Touchpoints Are Costing You Customers

    Why Unengaged Touchpoints Are Costing You Customers
    May 21 2026
    Lucas and Luna explore a hidden problem in customer journey mapping: the 'silent touchpoints' that don't drive action but still drain resources. Using a real-world example from a mid-market B2B software company, they show how a six-month audit revealed that 40% of touchpoints in their mapping were redundant or unengaged — leading to a 15% drop in conversion after pruning. The hosts dissect the methodology behind touchpoint engagement scoring, why most maps prioritize volume over value, and how to identify the 20% of touchpoints that generate 80% of outcomes. They also touch on the tension between brand awareness and measurable ROI, and offer a practical framework for conducting a touchpoint audit without expensive tools. This is episode three of Customer Journey with Fexingo, part of the Fexingo Business podcast network. #CustomerJourney #TouchpointMapping #MarketingStrategy #B2BMarketing #MarketingAudit #ConversionRate #ROI #UnengagedTouchpoints #MarketingEfficiency #CustomerExperience #JourneyMapping #LucasAndLuna #FexingoBusiness #BusinessPodcast #MarketingTips #DataDrivenMarketing #TouchpointOptimization #Podcast Keep every episode free: buymeacoffee.com/fexingo
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    9 mins
  • Why the Post-Purchase Moment Is Your Best Marketing Channel

    Why the Post-Purchase Moment Is Your Best Marketing Channel
    May 21 2026
    In this episode of Customer Journey with Fexingo, Lucas and Luna unpack a counterintuitive insight: the most powerful marketing channel isn't a Facebook ad or a Google search — it's the moment after a customer buys. Drawing on a 2024 study showing that 65% of repeat purchases come from customers who receive a personalized post-purchase email within 24 hours, they examine how companies like Chewy and Sephora turn transactional touchpoints into loyalty engines. Lucas explains why most brands underinvest in onboarding sequences, while Luna brings data on how unboxing experiences boost social sharing by 40%. They discuss the tension between automation and genuine connection, and offer a practical framework for mapping post-purchase touchpoints that drive retention. No fluff — just a focused look at one often-overlooked stage of the customer journey. #PostPurchase #CustomerJourney #Marketing #RetentionMarketing #CustomerExperience #Onboarding #Chewy #Sephora #EmailMarketing #Loyalty #Unboxing #TouchpointMapping #Automation #Personalization #RepeatPurchase #FexingoBusiness #BusinessPodcast #MarketingStrategy Keep every episode free: buymeacoffee.com/fexingo
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    8 mins