144. How to Create a Customer Journey Map

  Show Notes    You’ve spent so much time curating an amazing brand, so now what? It’s important that your customers are having the beautiful experience in your dream shop that you intend for them, so creating a customer journey map can ensure that you are doing all you can to achieve that goal.   Key Touchpoints to Focus On in Your Customer’s Journey Map Customer’s “awareness” of your shop: All of the things you did to ATTRACT customers: your website, Google My Business, social media, your front window - can customers find info easily on how to contact you?   Customer’s first impression of your shop: Is the parking lot clean? Is it easy to park? How is the lighting in your shop? Are the mats clean? Did anyone greet the customer?  Customer’s experience while shopping: Is your store properly merchandised? Is it clean? Are your staff members pleasant and helpful?  Do you play music? Customer’s check out experience: Is your cash wrap neat? Are you offering conversation to your customer? Is the receipt process smooth? How are you and your team handling any missteps? Customer’s experience after they’ve left: Do you have things in place for them to refer you, to easily contact you with questions, to leave a review? Customer’s experience when they return: Is your staff good at recognizing repeat customers? Do you welcome them back?   As you walk through every touchpoint, the most important question to ask yourself is “What is my customer thinking and FEELING while they are experiencing every aspect of my brand and my shop?”   The customer’s journey map is ever-changing so be sure to go through this process regularly. This will help solidify your brand and improve your customer’s experience and in turn what they are saying about your business.    Don’t forget, please leave a review or star rating!  Resources Mentioned:   Retailer’s Inner Circle   Related podcasts we think you’ll like:   Episode 141 - Are you Running the Store of Your Dreams? Episode 139 - 6 Things to Focus on in 2023 Episode 97 - 5 Mistakes to Avoid on Your Website Episode 126 - 10 Simple Ways to Level Up Your Shop For more support from Wendy   Retailer’s Inner Circle - Join Wendy inside the best retailer’s community   Wendy’s FREE Resources for shop owners    Hang out and connect with Wendy on IG    More ways to connect  with Wendy     Retail Made Simple - Wendy’s on demand course for shop owners wanting more from their business     Full show notes here https://wendybatten.com/144/      

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How do I attract more customers to my store? How do I get more sales? How do I book out my shop’s events and workshops? How do I do retail marketing and social media for my store? These are the questions that creative retail business owners ask Wendy Batten, creative retail coach and mentor. Wendy works with creative shop owners all over the world and with industry leaders. Her speciality is working with creative retailers to get control over their brick and mortars to avoid burnout and overwhelm while achieving more success and profits. In Creative Shop Talk, Wendy digs into the problems and solutions that “accidental shopkeepers” and hobbyists turned retail business owners face. Wendy dives deep in mindset and best practices for retailers with masterclass trainings, business strategies, expert guests and industry insiders, and more. Each episode is designed to help busy and passionate creative shop owners take action, work through their overwhelm and get focused on strategic business areas. Thinking about opening your own creative retail shop? Ready to stop playing shopkeeper and “winging” the business stuff? Looking for more foot traffic? Want to turn your brick and mortar into a viable business? Want predictable profits? Want to take the next step to run your store and not let it run you? Turn to Wendy Batten to take the proven steps to achieving your dream store, living your creative life and helping your amazing customers.