In the second part of the Synergistic CX podcast's third episode, the CX Channel team explores the customer journey in bakery stores. This segment is filled with valuable insights into the key touchpoints that significantly influence customer satisfaction and loyalty. The episode also delves into creating an effective Voice of the Customer survey, offering essential guidance for anyone in the bakery industry.
Mapping the Customer Journey
The concept of the customer journey has been outlined, including the stages from brand awareness to post-purchase advocacy. The bakery store customer journey comprises ten distinct steps across five key stages: Awareness, Consideration, Conversion, Retention, and Advocacy. Each stage involves multiple touchpoints, such as online reviews, in-store experiences, and post-purchase interactions, all of which contribute to the overall customer experience.
Key Challenges and Opportunities
The conversation highlights critical areas like greeting customers and post-purchase communication, where bakery stores often struggle. The importance of creating fans through exceptional service and immediate feedback was emphasized by our special guest - Stefaan Vandroogenbroeck. While initial engagement and product variety tend to perform well, there is significant room for improvement in the consistency of service across different locations. The panel also discusses how tools like mystery shopping can be used not just for measurement, but as coaching tools to enhance employee performance and customer satisfaction.
For a deeper dive into the second part of this insightful podcast,
watch the full episode here.
When it comes to service excellence, the key word is consistency: Well designed processes, ongoing traning programs, constantly asking for feedback from your customers and passing them to your teams.