Transcript

• Session Spotlight
• My name is Laura Hayner. I am vice president of customer success at Dawn Foods and I have been in the food industry for 11 years. My group works every day to ensure that customer requests and opportunities are taken care of time needed to ensure a positive customer experience.
• What topic/trend does this session cover and why is it important?
• We will deliver an understanding of the customer journey in 3 key steps, awareness, purchase, and loyalty. We will describe the importance of targeting actions and messagings based on how your customers' needs vary throughout each point in the journey. Lastly, we will provide examples on how we target customers along the journey and how bakers can use the customer journey to improve their customer experience.
• What will attendees learn from this session?
• The customer journey is a process customers work through when interacting with brands, typically unfolding in three stages awareness, purchase, and loyalty. The first stage is awareness, and this is where customers learn about you and become familiar with your brand. This is where you want to capture their attention with market. Efforts such as social media or word of mouth or ads, and this is where it's really important to build a strong first impression and show your value proposition. Next comes purchase, that moment when a customer decides to buy your product, turning that potential into action. Here, effective communication. A user friendly experience and seamless transactions turn that potential customer into an actual buyer. And finally comes loyalty when customers purchase your products again and again. Building loyalty requires exceptional customer service and personalized experiences, and when customers feel valued, they'll become repeat purchasers and strong advocates for your brand.