When Customer Journey Maps Miss the Offline-Online Handoff

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