Vox & Coin: Why Most Customer Journeys Suck

In this episode of Vox & Coin, hosts Jake “The Wizard” Tlapek and Dave Valentine break down why most brands butcher the customer journey—and how to fix it with intentional design, strategic delight, and marketing that actually anticipates what your customer needs next.

💡 Spoiler: If your post-purchase flow starts with a receipt and ends with silence, you’re doing it wrong.

✨ This episode covers:

• Why a receipt is the worst thing to send right after a purchase

• How Apple, Disney, and Chuck E. Cheese build delight into every step

• Why your customer's next problem should be your next offer

• Real onboarding tips that turn “buyer’s remorse” into brand loyalty

• How dentists, HVAC techs, and SEO teams can crush the customer experience

• The art of re-enrollment: bringing customers back to their original vision

• What we can learn from Walkmans, Moldy Whoppers, and Chrome’s dino game

🧠 Plus:

• Confetti UX, dopamine hits, and why packaging is a marketing channel

• Designing for what hurts after purchase—before your customer even notices

• Why customer delight isn’t fluff—it’s retention

• The hidden moments that turn one-time buyers into loyal fans

🎯 Whether you're an eCom brand, agency owner, or SaaS startup, this episode gives you the playbook to stop losing customers after the sale—and start creating moments they’ll actually remember.

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💥 It’s insightful. It’s unexpected. It’s the wake-up call your customer journey needed.

Need help mapping your journey or upgrading your onboarding flow? Visit us at voxandcoin.com or follow Jake @wizardmarketing and Dave @realdeval.

🎙️ Subscribe and leave a review—so more founders, creatives, and brand builders can stop sending receipts and start building relationships.