Walking into a Krispy Kreme store hits all the senses—the smell of fresh donuts, watching the donuts come off the line, and the taste and feel of fresh donuts.
But modern customers crave convenience, especially during a pandemic. How do you translate that same in-store experience to a digital strategy?
Dave Skena, Krispy Kreme CMO, said that the move to digital and changing customer expectations show how CX has broadened. He and his team were tasked with bringing the magic to life with digital service.
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Krispy Kreme first rolled out nationwide delivery in February 2020 and expected a small number of sales to come from digital while it worked out the kinks. Little did the company know what was coming the next month. Because Krispy Kreme had already released its digital services when the pandemic hit, it was easier to scale and adjust to meet changing demands.
Understanding customers and their habits is key, Skena says. Most Krispy Kreme customers who use the website or app aren’t browsing—they know exactly what they want and are looking to pick it out quickly and easily. With that in mind, the goal of the digital journey is to provide frictionless service instead of maximizing experiential touchpoints.
The data showed that many digital customers pre-ordered items for big holidays and events to ensure their stores didn’t run out. That information inspired better functionality to order in advance for pickup or delivery.
Skena’s biggest advice to marketers is to focus on the most loyal customers who are obsessed with your brand. If you lose relevance with the people who love you the most, you’ve lost the brand. In the case of Krispy Kreme, those brand evangelists wanted donuts to be available in more convenient ways. Backing that up with data shows the importance of a digital strategy and gets everyone in the company on board. Skena and other Krispy Kreme executives regularly speed-test the digital journey to see things from the customers’ point of view.
In today’s connected world, all brands can offer a digital experience. Focusing on data, especially from your most loyal customers, and convenience and speed can help all brands deliver an excellent digital experience.