It has been a stampede of a year and we’ve barely had time to breathe since we opened the doors for 2017 in January. The other week we finally had a little lull and we took the opportunity to regroup, rethink our customer journey and have a little treat. We went to Go Ape and let off steam swinging through the trees. With such a busy year we’ve been over due a bit of team bonding, so we got to it high up in the branches.
Holly was a natural, Georgia wished she was back at the studio editing and I was somewhere in-between.
While we were up in the trees we thought about our customer journey at Photo Baby and how we can make it an even better experience. Having jelly legs while wobbling across bridges and flying down zip wires seems to be great for clearing away cobwebs and letting new ideas flow!
We came away with three certificates and some fantastic ideas to make Photo Baby even better for you. Some of which we have already implemented and the rest we will roll out in the New Year.
Improving our Customer Journey
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Journey’s Start
We wanted to make it even clearer to prospects what it is we do. Now have a gorgeous slide show running in the window showing the work we create. Come next year it will also be peppered with film clips of us actually doing the work. We’ve done some of the filming, but need a bit more before we add this to the slide show.
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Managing Expectations
We had some feedback earlier this year that coming for a newborn photo shoot can be scary and stressful. We’ve always sent out a letter explaining how well prepared we are for new parents and everything that will happen in a newborn photo shoot. But who reads when they’re exhausted and have forgotten their own name! So to get round this we have employed an illustrator to pop all this info into easy to digest drawings. It’s all in progress and I can’t wait to see the results!
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Speeding Up Turn Around
We are at our most efficient when we can focus our attention fully without interruption or distraction. Now Georgia and I both work from home on a Monday where we can achieve this Zen like zone. Since we have made this change the results have been amazing. We are busier than ever, but all our orders are still on target!
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Keeping In Touch
Many of our clients visit us multiple times for their baby’s first milestones. A lot is happening in baby’s development during this time. We’re blogging about it and now we’ll be sending out a weekly email to everyone on our Milestones program. We’re also bringing back our printed newsletter – we’ll be sending it out twice a year starting in January and it will be packed with stories and special goodies to say thank you to our wonderful clients.
So you can see we got a lot done while semi terrified in the treetops. It’s good to take time out, take stock and work on the business rather than in it. We shall have to find time to do this more often. Here’s to being the best that we can be and we hope you join us along on our journey!
