Goal: The Ultimate Experience
Without customers, DOCE bakery is nothing. So I took some time to really think about the ultimate customer experience. In a service related industry, it is best to put yourself in their shoes. In today's busy, fast paced lives, how could I create a smooth, convenient way to provide a beautiful, great tasting cake on the table as easy as possible.
The Cost of a Dollar
One big obstacle I find we hit all the time is pricing. In an industry with over 500 competitors, people are smarter (finally!). They are shopping around getting the best bang for their buck. Our prices are carefully calculated with parts and labor however, I will need to investigate and research our market value further so that our prices are better suited for the frugalistic mom or dad celebrating little Timmy's big day. At the same time I must ensure that we are being fairly compensated for all the hard work and passion we put into our cakes and into our business.
We have such fantastic opportunities right under our noses with all the social media out there. They are basically outlets of more creativeness to reach the new and older generations! Currently we connect with fans via Facebook, Instagram, Twitter and even Pinterest @docebakery. There is no higher compliment then having a fan re-pin one of your cakes to their creative vision boards. Here, I will need to fully review what we have posted and carefully select those that best represent our company. With the little time people have in their busy lives, I wouldn't want them getting a finger cramp scrolling through all of 2010 until now! I'd also like to categorize our albums so that you can click and see inspirations of exactly what you would be interested in.
Haute Cake
I will need to consistently follow up on the trends to keep our designs modern chic and up to date in the latest trends. With Buddy Valastro's lead in today's cake innovation, our industry has turned into the haute couture of tasty delights. In fact the famous Cake Boss has already created a collection of cake resembling one of Issac Mizrahi's collection down the runway!
Where DOCE Shines
Sure there is some tough competition out there. What I do take most pride in is our taste. With hearing comments like "heavenly" or "to die for", I know that for that single moment, that person put their troubles on the back burner and tasted "heaven". As fully invested owners of DOCE we have always embodied the idea of celebration. It's always been the little celebrations that help push through the tough times. If we don't reward ourselves for the little victories in life, then what's the point of it all? What better way to celebrate than decadent chocolate or a dance with strawberries and cream to soothe our troubles.
6 Steps to Create a Memorable Customer Experience:
ATTENTIVENESS – Discover and make note of the tiniest details about your customer. Whether or not it pertains to your business with them.
RECOGNITION – Greet them by name with a warm smile. Nothing flatters me more than when someone looks genuinely happy to see me.
PERSONALIZATION – Tailor your service to the needs and wants of your customer. She likes pink! Give her PINK!
CONSIDERATION – Do you walk your customer to the car? I always serve cake tastings in a bride’s home. It seems to unwind them since it requires ZERO preparation.
APPRECIATION – A thank you card or a short and sweet email goes a long way. Remember they chose you! Gratitude is in order!
FEEL GOOD TIME – This could be a joke, a gift or anything that makes someone “feel good”. Isn’t the last person that made you smile in your good books? Try to get in theirs!
Are you looking to step up your client experience in your business? Looking to evolve in the business you work in? Think of what you can do to make your experience enjoyable to the public.
You’d be surprised at what some creative imaging and some appreciative smiles can do for you and the common goal.
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