We all say that guest experience is the most important thing. I would agree, but exactly what do we mean by this? In today's marketplace we are hyper focused on efficiency over effectiveness. The result is that what passes for what we believe makes a great coffee experience, is something unsustainable, ineffective, but flashy and largely based on a trend instead of truly fulfilling the core needs of a customer in our coffee shop.

Today we will be discussing what a truly meaningful guest experience needs to get right before skipping to the bells and whistles that are poor replacements for the basics done well.

In this conversation we discuss:

• Customer desire for something that can fit into the fabric of their lives.
• Why the word 'experience' can mean many things, often leading to confusion.
• Meeting baseline expectations is crucial for customer satisfaction.
• Innovation and focusing on people, not just technology.
• How trust is built through consistent service and quality.
• Basic beverages should be executed with excellence.
• Hyper branding does not compensate for poor service.
• Unique experiences should come after mastering the basics.
• Customer experience is about hospitality and care.
• Why doing basics well transforms businesses

Related episodes:

• 430 : Embracing "Unreasonable Hospitality" w/ Will Guidara | Thank You NYC + The Welcome Conference
• 489: Tips for Creating a Resilient Cafe
• 045 : Simple, Powerful Hospitality w/ Philip Turner
• 424: Developing Menu and Hospitality Guides

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