Customer Service – How to out-perform your competition
Check out the Cafe Biz Stage
1pm Saturday 15th March
Phillip Di Bella writes a regular article in Cafe Culture Magazine. Check out this article from issue 32 and come along to hear him speak further on this topic.
Today’s business environment is dynamic, with savvy customers and increasing market competition driving businesses to innovate their product and service offerings. Both innovation and providing a unique and memorable customer experience are essential ingredients for a successful business and are the catalysts of growth in an ever-changing business world.
In tough economic times, it is important to remain relevant to your customers through actively listening to their needs and responding accordingly with new and innovative products and offerings. Through fulfilling your customers’ desires, you will ultimately contribute to the evolution of the customer experience. Failure to do so could mean losing a customer to a competitor that is more in touch with the consumer. As a result, innovation has become a key driver in business development.
At Di Bella Coffee, we focus on understanding why the customer does not choose us, and then develop products and services that can cater for their expectations, such as the following:
• TORQ – the world’s first natural specialty instant coffee. Research identified that 70% of coffee drinkers still drink instant coffee, so TORQ was developed to take advantage of this market. TORQ is 100% natural, with no preservatives and has been designed not only for the individual user, but for catering purposes as well.
• Espresso Kick – the latest ready to drink coffee in a can. Espresso Kick is a healthier, natural no-fat coffee beverage that doubles as an energy drink and is perfectly positioned to compete in three market spaces: it can compete against energy drinks; it can compete against coffee flavoured milk drinks; and, it can compete against coffee in a can.
• My Crop to Cup Program – focuses on building skills locally, providing job security and growth opportunities for local workers, upholding ethical practices and encouraging sustainable farming. The initiatives the program supports will not only improve the quality of green beans, but the quality of life for those who produce them. This also ensures we have access to a consistent and secured supply of the best raw beans.
• Refillable Specialty Coffee Pods – Di Bella Coffee pioneered the introduction of Refillable Specialty Coffee Pods into Australia to compete against the Nespresso market monopoly. These pods provide customers with freedom of choice.
The challenge all businesses face is securing a point of difference.Innovation is paramount in developing a product and service offering, which ultimately creates the opportunity to distinguish an individual business from another. Innovation strategies should evaluate how a business can improve and be better tomorrow than today. Success lies in the ability to be better and different.
By Phillip Di Bella
