How Customer Journey Maps Miss the Offline Returns Friction

Failed to add items

Sorry, we are unable to add the item because your shopping cart is already at capacity.

Add to basket failed.

Please try again later

Add to wishlist failed.

Please try again later

Remove from wishlist failed.

Please try again later

Adding to library failed

Please try again

Follow podcast failed

Unfollow podcast failed

How Customer Journey Maps Miss the Offline Returns Friction

Listen for free

View show details

In this episode, Lucas and Luna uncover a blind spot in most customer journey maps: the offline returns process. While brands meticulously map digital touchpoints, the physical act of returning a purchase—especially for omnichannel retailers—remains unmapped and often frustrates customers. Lucas shares a specific case: a mid-sized apparel brand that discovered 12 percent of its online customers who returned in-store never purchased again within six months, compared to just 4 percent for those who used prepaid mail labels. The hosts walk through the hidden friction points: unstaffed return counters, inconsistent return policies between online and in-store, and the absence of follow-up after a return is processed. They discuss how mapping the offline return journey can recover loyalty and revenue, and offer a simple framework for adding 'reverse touchpoints' to existing maps. #CustomerJourney #Marketing #OfflineReturns #ReverseLogistics #CustomerExperience #Omnichannel #Retail #Loyalty #FrictionPoints #ReturnsPolicy #JourneyMapping #Touchpoints #FashionRetail #CustomerLoyalty #ReturnProcess #BusinessPodcast #FexingoBusiness #B2CMarketing Keep every episode free: buymeacoffee.com/fexingo

No reviews yet