For the entire global human population, these last few weeks have been frightening, stressful, challenging, worrying, demanding, and for many thousands of families, tragic. For those millions of us who are in a position to be able to do so, our lives have been dramatically curtailed through lockdown, while many millions more are still working in either essential services, or having to work in order to be able to contiue paying their bills and feeding their families.
The political leadership of different counntries have reacted and responded in many different ways, either helping to mitigate against the worst impact of Covid-19, or in other instances placed more people in danger through delayed or inadequate responses. With many countries therefore experiencing a void in collective help and support, businesses and organisations have been stepping in to help their customers, clients, worksforces and communities.
What we have been discovering in this trategy is therefore which organisations and businesses truly have soul. Which ones are more focused on sales and profit at any cost, and which ones are acting with humanity, understanding that their success can only come from the collective efforts of their people, and from serving their communities from which their livelihoods come from. Continue reading “We are now discovering which businesses truly have soul”→
We start Customer Experiences with Soul with a look at the meaning of the word ‘soul’ in business. We close chapter one with the following remarks:
One of the greatest challenges for any company wishing to grow is the continued nurturing of its soul, the very reason for its early success. In chapter four therefore we look at how BrewDog recognised this very issue and sought to capture more formally the essence of their being in their Be More BrewDog charter.
In Customer Experiences with Soul, Maria and I explore the culture, values and approach to employee engagement at BrewDog, the cutting-edge Scottish brewery who revolutionised craft beer in the UK. We are therefore pleased to be able to share this story from BrewDog which explores what it is like to work within their supply chain team from many different personal perspectives. Continue reading “Catching up with BrewDog’s Supply Chain Team”→
I first heard of Dear Green coffee roasters a couple of years ago when Scottish brewery BrewDog announced that they had selected Dear Green as their suppliers of coffee to their UK bars. As BrewDog mentioned in their announcement, the attitude towards uncompromising quality was a key deciding factor:
As advocates for amazing coffee in our bars, we only want to work with the very best in the business. We are bringing the same attitude to our coffee as we do our craft beer, so fostering relationships with those at the cutting edge is essential. From the La Marzocco espresso machines even down to the Inker cups that we use – everything is dialled in so that when you order up a macchiato or an Aeropress, you know you’re getting the very best.
I do always enjoy a good breakfast in a hotel, and nowadays to me it seems that with one or two notable exceptions (thank you Buenos Aires) there is not always such a great difference between what is on offer, independently from the quality of the hotel. As I was drinking a very disappointingly weak excuse of a cuppa in our final hotel in Teddington, I came to realise that what really makes a difference to me is the coffee.
No matter how good the other aspects of a hotel is for me, what leaves a lasting impression is the feeling I get from starting my day with a great cup of coffee.
This may seem like a trivial point, but I really think there is something significant to learn about customer experience design. A hotel simply is not able to offer a five star experience at three star prices, and neither should it try. However, what makes the difference between a good experience and an exceptional experience can often be found in one small detail. Continue reading “Bad Coffee in Good Hotels”→