2023
Specialty Coffee Association
Conducted for the Specialty Coffee Association of America (SCAA), this project delivered a strategic roadmap to boost customer retention for specialty coffee retailers and stand out from the larger chains.
Phase 1: Context and Research
We identified challenges faced by specialty coffee retailers through market research, surveys, and user interviews. Key findings included significant competition from large chains, high customer demand for quality coffee and diverse food options, a need for merchandise and loyalty programs, and the importance of a unique atmosphere for customer retention.
Phase 2: Analysis
We quantified business challenges and opportunities by analyzing survey and interview data, reviewing industry reports, and conducting cost-benefit analyses. We found that high-quality coffee and diverse food options are essential, loyalty programs enhance engagement, merchandise sales boost revenue, and a unique atmosphere attracts repeat customers.
Phase 3: Recommendations
We recommended updating menus with local pastries and sandwiches, maintaining high coffee quality, selling branded merchandise, implementing loyalty programs, and creating a unique ambiance with community events to differentiate from chains, build trust, boost revenue, and retain customers.
Conclusion
This project provided a comprehensive roadmap to help retailers navigate the challenges of the post-pandemic marketplace. By implementing these recommendations, coffee shops could enhance customer retention and achieve sustainable growth.