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A lesson from Coffee Bean on customer experience
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I used to be a Starbucks girly until I discovered Coffee Bean’s Iced Chai Latte with oat milk. It honestly tastes like heaven in my mouth. I enjoyed this drink so much that I started making it part of my Sunday routine. After grabbing the groceries I needed for the week from Trader Joe's, I would stop by Coffee Bean to grab myself an Iced Chai Latte. Each time I would go to Coffee Bean to order one, regardless of who was ringing up my order, the cashier would say, “You know it doesn’t come with milk.” And each time, I would smile, nod, and say, “Yes, I enjoy it for the flavor.” After about the 4th or 5th time of this, I stopped going to Coffee Bean altogether. Why? Each time I was questioned about adding oat milk to my drink, it ruined the overall customer experience for me. I would wonder why it bothered them so much that I chose to make my drink in a way that tasted good to me. I’ve had it with and without oat milk, and honestly, it’s blah without the milk. But again, why were they so hard pressed about me adding oat milk to my drink? If anything, I would think they would be happy that they get to charge me more for adding the milk. Because I was always met with such an unpleasant experience and tired of feeling like I had to defend my decision to make my drink in a way that I enjoyed, they lost a loyal customer. Why am I sharing this story? Because as business owners, we always have to think about the customer journey AND experience. The goal as a small business owner is to leave such a lasting impression on your clients that they continue to invest in working with you inside your various offers. While I’m a firm believer in getting in front of more of your dream clients through collaborations, I’m also a firm believer in pouring into your current clients so they will continue to work with you in different capacities. So ask yourself, Reader, what type of experience are you creating for your current clients? How are you making them feel when they enter your world AND after they invest in working with you? How are you continuing to foster trust and connection after they opt into your offers? Are you making them want to come back for more, or are you pushing them to look elsewhere for support? If you want to build a sustainable business, you must prioritize both the customer journey and the client experience. Don’t be like Coffee Bean and ruin the client experience. Their actions cost them a lifelong customer. -Andria PS, If you feel like your current offer suite isn't set up in a way that allows your clients to continue to work with you at a different capacity, a week of Voxer coaching is perfect for you. We will optimize your current offer suite and clarify your messaging. Click HERE to learn more. Things I’m Loving This Week as a Mama of 2 Littles:
Ways I can Serve You This Month:
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Andria Singletary
Build a business that is social media optional. Join the Marketing Without Socials email community for weekly emails on how to attract, nurture, and convert your dream clients through podcasting, email marketing, and collaborations.
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