Customer Experience Design
Every time you pick a new coffee, every time you engage a client anywhere, you're designing a customer experience. We help you consciously plan compelling customer experiences that align with who you are as a roaster today and who you're able to be tomorrow. It's a magical process that has you considering subtleties in your marketing that transform how you think about your customers, your products and your business in general.
WE START WITH YOUR COFFEE PHILOSOPHY
We'll discuss how to create an unforgettable experience for customers, using your current approach as a starting point. We'll start by understanding your coffee selection, sourcing strategy and the journey you're taking your customers on, looking at how your current approach fits in with the needs of different types of customers.
NEXT WE RESEARCH AND ANALYZE YOUR LOCAL COMPETITIVE ENVIRONMENT
We'll study your competitors' websites and social media platforms to learn more about your market and how customers react. We're going to analyze their content, engagement metrics and products to help you understand what they're doing right—and wrong. In the end, this will help you improve your customer experience design.
ONCE WE'VE DONE ALL OF THAT WORK, WE HELP YOU IDENTIFY CUSTOMER EXPERIENCE GAPS
We'll use the data and insights we've gathered from analyzing your approach and your markets to identify opportunities for improving your customer experience in incremental ways. We might suggest creating new products or services, making changes to existing ones or changing something about the customer journey itself.
Finally, we'll design a strategy that brings your customer experience to life in an authentic way!
Our team will work with you to examine all of the ways customers might interact with your coffee company and figure out how best to serve them – from the moment they first hear about you, to when your products arrive on their doorstep. We'll use personas, content guidelines, customer journey maps and sourcing guidelines to create an experience that is unique in the coffee space.
How have we helped coffee companies design customer experiences? + -
We've helped our clients navigate their local markets by understanding why every choice—from what coffees they source to how they roast them to how they position their products—matters. Our work has taken us down paths we never thought we'd end up going as a marketing agency: planning a roasters coffee lineup and designing entire customer subscription journeys! But it's something we love because it makes sense for our clients, and it helps them create better experiences for their customers. Our team is adept at acquiring data and telling data-driven stories that make it effortless for our clients to make sense of complexities that surround their markets and how their customers navigate choice. Our foremost competency is enabling depth of analytics that's been out of reach for small coffee companies—and it's essential not just in crafting better coffee experiences but also in helping move specialty coffee forward.GET IN TOUCH
What kind of investment might I expect for this? + -
We recommend an initial budget of $1,250 for single markets of less than 100,000 people or $8,750 for larger areas with more than 2.5 million people. Costs vary according to the size of your market, the volume of data we're working with and the size of your roastery.GET IN TOUCH
What is the normal range of results? + -
We've found that the greatest value of working together on defining your customer experience is clarity of purpose. It impacts every facet of your marketing, informing every touch-point and bringing your entire team under a single train of thought. Customer acquisition campaigns take less than half the time to set-up and the effectiveness increases exponentially. We're transparent about the information we gather and how we arrive at our conclusions. We'll provide visual artifacts (e.g., charts and graphs) for every research project we undertake with you.GET IN TOUCH
LET'S GROW TOGETHER
Finding the right partner shouldn't be difficult
Your business is like an intricate garden. When it's nurtured from the inside out, not only does it grow but you do too!