Have you visited your customer journey lately?
It can be helpful to map out the journey your customer takes from:
- when they first find you
- through the process of ordering your bakes
- to leaving satisfied
- and beyond
One of the ways you can identify any points of friction in your customers’ journey is by getting feedback which I wrote about here.
Once you are armed with this feedback you can make improvements to increase the conversions of audience members to customers and increase satisfaction rates.
Some improvements you could make:
- Are you communicating enough? Add points of communication to keep customers in the loop, especially where there are longer processing times or holdups.
- Are payments easy to make? Increase trust and ease.
- Are your profiles filled out and your shop/stall clear? Include relevant information about what you sell on your social profiles, website copy or marketplace profile.
- Are your products clear? Include all relevant information what they are, timescales, prices, and dietary and allergen information.
- Can your packaging be improved?
- Could you add tracking to orders or set clearer expectations of order fulfilment?
- Are your photos selling your products as good as they can be?
- Can people find your website/stall/profile?
- Is it easy for people to leave a review? You’ll want this for yourself to add social proof that your bakes are as good as you say they are.
- Is it easy for custom requests to be made? Could it be made easier with a form or template, a tasting session, or a meeting to discuss?
Hope you’ll find these ideas helpful to get thinking about your customer journey.
It can be helpful to draw out a flowchart of the stages. If you have multiple “entry points” such as Instagram, Market Stall or Online Shop, you might have several journeys.
Don’t forget that a customer’s journey doesn’t end at sale number 1, but can continue to multiple repeat orders, writing a review, becoming an influencer or joining an affiliate programme.