THE COUPE CUSTOMER EXPERIENCE
ABOUT US
Coonoor, engagement manager Rebecca, creative lead Ian, strategist
RESEARCH INSIGHTS
habits and motivations
I come to The Coupe frequently to work and use the internet.
habits and motivations
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� I come to The Coupe on a regular basis for a meal. habits and motivations
I came on the recommendation of others (neighborhood friends, article, etc.)
habits and motivations
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� The community aspect is what keeps me coming back, not the food. habits and motivations
sta interaction with customers
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I like that the staff build rapport with me. They are light-hearted and playful, give good recommendations, and remember my order when I return. sta interaction with customers
Staff behavior shapes my overall impressions of The Coupe. All staff should be proactive about positively shaping my experience, whether on the job or on break.
sta interaction with customers
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� The Coupe staff are forgetful and they take too long to get me what I need. sta interaction with customers
openness
The offerings of The Coupe need to be relevant to my interests for me to appreciate them. If I’m a single adult, kids movie night won’t appeal to me, but an open mic night might do the trick.
openness
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� The Coupe is my neighborhood spot. openness
The Coupe is like the girl next door, she has special charms and depth once you get to know her.
openness
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� I feel comfortable because of the low-key, open, and flexible nature of the space and staff. openness
THE COUPE’S BIGGEST CHALLENGE
WHERE DOES THE COUPE STAND?
vibe 4
low key
upscale
the elements They do a good job controlling the elements
5
They don’t do a good job controlling the elements
food 7
I love the food
scale: 0-10 left to right
It’s always a disappointment
• Determine what expectations you want to meet or exceed and then set them accordingly • “Know thy customer”: become the destination, not the backup • Address staff engagement and empowerment through more FOH and BOH offline interaction • Design and test new secondary offerings • Train servers to take a more proactive approach
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