Why 90 Percent of Customer Journey Maps Ignore This Stage

Most customer journey maps stop at purchase, but the real competitive advantage often lies in the post-purchase experience. Lucas and Luna dig into why companies miss the advocacy and repurchase stage, using data from a 2025 study that found 70 percent of brands have no post-purchase touchpoint strategy. They explore how one pet supplies company cut churn by 22 percent just by adding a simple 'we got your order' SMS with a photo. The episode also covers the psychology of the endowment effect and why overdelivering after the sale builds far more loyalty than any pre-purchase discount. If you map the journey, you must map what happens after the thank-you page. #CustomerJourney #PostPurchaseExperience #CustomerLoyalty #ChurnReduction #TouchpointStrategy #CustomerExperience #MarketingStrategy #AdvocacyStage #EndowmentEffect #RetentionMarketing #BehavioralEconomics #BusinessPodcast #FexingoBusiness #LucasAndLuna #PetSuppliesCaseStudy #CustomerJourneyMapping #SMSMarketing #BrandLoyalty Keep every episode free: buymeacoffee.com/fexingo