There are more important things in life than coffee. But not right now.
Let’s talk about one of the most important topics in the world. The very substance that will get you through your working day and back home again: coffee! More specifically, let me introduce to you the exclusive Swiss coffee brand that uses coffee capsules instead of coffee beans but still offers a great taste. Not yet convinced? Ask any coffee drinker or read my blog message below.
They have been one of our longest and most cherished clients, and over the past few years we’ve indulged in all kinds of projects with them, ranging from recorded customer service calls to visits to their exclusive stores to big multimedia store visits. Their purpose has always been to evaluate the customer service; the friendliness, professionalism and knowledge of the coffee specialist regarding the brand and the coffee industry in general; as well as, in case of mystery visits in electronics stores, to analyse the visibility of the brand compared to its competitors.
Out of these three projects, let us have a look at our most popular channel, the calls, which can be grouped into two scenarios: New Member and Technical. Either the evaluator is asked to subscribe as a brand new member or the idea is to simulate a technical problem with the coffee machine, in order to find out how the coffee specialist would solve it.
Now let us have a look at what they have to offer their loyal customers. You will find that their arrangement of espressos, lungos and ristrettos has been ever-expanding, including various flavours, ranging from low to high intensity. A range of decaffeinated capsules ensures that you can even enjoy a cup of coffee in the evening, without having to lie awake in bed all night. Their limited editions range from all over the world, from Mexico to Peru to Rwanda. Doesn’t that sound lovely?
Several kinds of machines give the customer the opportunity to drink their coffee in any way they want, as some of them are equipped with a milk frother for a wide range of coffee recipes such as the old-time classic, the cappuccino, or a delicious macchiato.
Our mystery calls and shops are the ideal way to discover the wonderful world that is coffee. It might also be a good idea to have a coffee before setting out on a mystery adventure for any of our other clients, so that you won’t fall asleep. And it definitely beats having some beers or a bottle of wine before having a test drive at a car dealership.
Author: Gert
Gert specialties are any coffee-related projects as well as reports in Dutch, French and English. In his free time he writes novels, plays and poems, and performs spoken word all over Flanders and the Netherlands. He also loves travelling, listening to music and going to concerts. He has a Master in Applied Linguistics and one in Modern Literature.
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