Thursday, July 24, 2008

The Customer Experience is About Mindshare, not Market Share

I found this article on the web click here for the full article...John I Todor, gets it right, here is a quote from his piece

Starbucks is closing about 600 hundreds of its American stores. This has lead many pundits to say Starbucks had over saturated the marketplace with coffee houses.

However, at the same time Biggby's Coffee Shops announced the opening of their 100th store in the mid-west. Technomic's, a Chicago-based research firm ranked Biggby's number 39 on Restaurant Business magazine's Fast 50 list of the fastest growing chains.

If the coffee house marketplace is over saturated, how can Biggby's be growing so fast?

If you ask Biggby's CEO, Bob Fish, he will tell you it is their focus on customer engagement. As he puts it, "The Biggby way is a way of looking at customers as people, and that kind of engagement we have at our stores makes it a personal experience. People love our coffee, but the reason they come to our stores is it makes them feel good."


It's no secret...everybody like to be treated well :)

6 comments:

JD said...

Hmmmmmmmm...I'm surprised. I didn't think that Bob would reveal his thoughts on the BIGGBY Way.

Now that it's out there...how about a video of Bob talking about the BIGGBY Way? I know the PERColators might be able to get some mileage out of something like that... Thanks,
-JD

Tom Butz said...

Everybody likes to be treated nice - our operators are the best in the world at delivering this to the customer!

Anonymous said...

It is the BIGGBY way. Even my dad totally understands this concept. Even before this article came out he had made that comment! We do have the greatest people working in our stores! They are great!

Anonymous said...

What I love about Biggby is that I always feel welcome when I enter the store. The baristas know my name, know my drink and I always am in a good mood when I leave. What a great way to start OR end your day! I think that is what makes Biggby different and better than any other coffee place out there...

Lady Di said...

Barista lady Di here...
from above the 45th,

I love the BIGGBY way, who has more fun at work than a BIGGBY Barista, or the peeps who train us.........
You go Bob....
Nick and Chanin are the greatest.
Much BIGIGBY love,

Barista Lady Di
from above the 45th

Anonymous said...

Go lady Di!