Customer experience is a cornerstone of business success, particularly in the specialized environment of bakery stores. In the latest three-part episode of the Synergistic CX podcast, listeners are taken on a journey through the unique challenges and opportunities in the bakery store micro-industry. With contributions from industry experts and detailed studies, this episode is packed with practical insights for bakery professionals looking to refine their service and drive growth.
Let's explore the highlights of the first part of this engaging series.
Insights from the Bakery Store Industry Study
The episode begins with the CX Channel team leading a discussion on the bakery store industry, joined by the special guest Stefaan Vandroogenbroeck. Stefaan, with his 28 years of experience in customer excellence, emphasizes the significance of integrating measuring, training, and coaching. The study examines over 135,000 bakery stores worldwide, focusing on understanding the industry's nuances, response strategies, customer journey mapping, and pinpointing areas for enhancement.
The Importance of Responding to Critical Reviews
A crucial topic covered is the critical review response time KPI, revealing that 82% of negative bakery reviews remain unanswered. The experts stress the importance of timely responses to negative feedback to boost customer satisfaction and loyalty, which is vital for maintaining a positive business reputation. The discussion also delves into the marketing mix, highlighting the essential roles of product, people, and place in shaping customer experiences in bakery stores.
For the full journey of the first episode part, click here.
It was interesting to see in this episode that once again price was not the most important aspect of the marketing mix. Customers are willing to pay a little extra to have a special experience.