Sent to you by jimuleda via Google Reader:
A coffee/smoothie shop called Lift opened in my neighborhood recently, and I was immediately impressed. Every person behind the counter has introduced his/herself and often asks for feedback on the stuff I've purchased.
I eventually met Brad and Willie, the owners of Lift. It's their first retail business. What they lack in experience they make up for in their zeal to please customers. They made it a point to read "Creating Customer Evangelists" and a week later presented me (unsolicited) with their plan, based on the six tenets of customer evangelism. I was so impressed that I had to share it.
Customer Plus Delta - gather feedback
- Have counter staff track "How did you hear about us?"
- Encourage on-line blogs, reviews (yelp.com)
- Display corporate email address and encourage customers to send ideas and suggestions
- Design a sandwich or a smoothie and we'll name it after you
- Computer terminal near entry to encourage feedback, join email mailing list, etc.
Napsterize knowledge - share knowledge that will spread
- Educate customers ??? display FAQs, online info
- Display daily-changing coffee facts near register
- In-store computer terminal
Build the buzz
- Cool t-shirts with rotating logos
- Network hubs utilizing store owners (bikes, shoes, kayaks), trainers and coaches ??? these people are influential in their business and among the participating consumers
- Heavy Lifters Club ??? cool card with benefits for frequent use, try all 10 smoothies get 1 free, birthday gifts, etc.
- Natural fruits, juices, locally roasted coffee, compostable cups made from corn syrup ??? these ideas all work well within the Austin fabric
- Book cool bands to play Sat afternoons
- Host charity events on site ??? Helping Hand Home, People's Community Clinic, Leukemia Foundation
- Distribute coupons in goodie bags of races in the area
- Get featured in Austin TidBits email newsletter ??? twice weekly, email advertising openings, events, specials, etc.
Create community
- Email newsletter, blog, My Space/Facebook and other social media
Bite-size chunks
- Distribute free samples at on-site charity events
- Distribute free samples in front of store on weekends
- Hand out "credit cards" to kids in elementary and middle schools in area during honor rolls and graduation events for free smoothie
Create a cause
- Eat healthy, all natural, no preservatives, environmentally friendly/green ??? Austin values
- Charity in the community -- partner with the Get Fit program at UT to take fitness classes to area schools, incorporating the idea of eating healthy (smoothies) within the curriculum
Brad and crew have already implemented a number of these ideas since sending me their plan.
Got any other feedback for Brad and Willie?
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