A Master Class in the Hardest Stop in the Customer Journey: The End

Image of a treasure map with a paw print path showing a dotted line. There are several icons along the paw print path, each icon is a girl and her dog playing together to represent the customer journey of a pet owner. The end of the path shows an icon of the owner and her dog going through pet euthanasia, the end of their journey.
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This article is about the part of the customer journey marketers often screw up: the ending.

I know, it’s not our fault. We spend countless hours trying to minimize churn and attrition and optimize client retention. We craft helpful reminder messages — “Did you forget this?” “Time to order more,” “Take 10% off!” and those kinds of things.