In this episode of The QSR Experience Show, Scott Snyder, CEO of Bad Ass Coffee of Hawaii, shares his insights on brand differentiation in the competitive coffee industry. He discusses the importance of understanding a brand’s unique “ownable truth” and how leading with aloha can enhance customer experiences.
Scott emphasizes the significance of strong communication and effective onboarding processes for franchisees to ensure consistency across locations. He also offers valuable strategies for fostering brand loyalty and creating memorable interactions with customers.
Topics discussed:
- The importance of identifying a brand’s unique and ownable truth to stand out in the competitive coffee market.
- How creating a memorable customer experience is essential for building loyalty and attracting repeat business in the coffee industry.
- The significance of leading with aloha, which fosters positive interactions and strengthens relationships with customers and franchisees alike.
- The need for solid infrastructure to support franchisees, ensuring their success and the overall growth of the brand.
- The importance of clear communication between corporate and franchisees to set expectations and maintain consistency across locations.
- The critical role of effective onboarding in preparing new franchisees for success and aligning them with brand values.
- The importance of franchisees’ involvement in their local communities, which enhances brand reputation and fosters customer loyalty.
- How merchandise sales can significantly contribute to overall revenue, especially in tourist-heavy locations.
- The role of technology, including QR code solutions and data analytics, in improving operations and enhancing customer engagement.
Guest Quotes:
“In my career, as I would work with different brands, everyone from Fortune 100, to startups, the things that I always looked for were kind of the three legs of the stool, being the brand, the product, and then the infrastructure to grow. And with a brand like Bad Ass Coffee of Hawaii, I mean, the name itself gets your attention, right?”
“That’s a memorable experience. We think, I know, that we’ve got the best coffee in the marketplace, but that’s not enough. That experience has to be so far over the top that when you walk out of there, you want more of that. It’s a craveable experience. Like the food and the drinks that we’re serving.”
“If you could inherit something, if you could take a new product that already had that market traction and that brand recognition and then create the perfect franchise brand or franchise structure, what would you do? So I credit a lot, I attribute a lot, of our success to the team that we were able to attract.”
“It’s that alignment of vision and the experience that we brought to this team from the very beginning and the ability to create something new and different and really without any baggage. We said, what’s the best practice, what’s going to be the most successful, what’s in our franchisees best interest? That was the path we took.”
“I’m a firm believer in the very best form of marketing is that marketing that happens from within. It happens from an exceptional in-store experience that is as much a differentiator as anything else. The name or the brand or the packaging or the product. Do your customers feel like that’s home for them? Have you created a safe haven for them?”
Get in touch with Scott Snyder:
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Website
Get in touch with your host, Bobby Marhamat:
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