The Coffee Club taps customer feedback management company to improve database
The coffee chain now has access to an AI engine to perform text analytics on unstructured datasets.
Minor DKL Food Group’s The Coffee Club has bolstered its ability to inform franchisees and employees of day-to-day needs and long-term improvements, courtesy of a partnership with experience intelligence (XI) provider InMoment.
The teamup sees the homegrown cafe chain improving its collection of customer data to “produce a more comprehensive and actionable view of the customer experience.”
“Our goal was to move from gathering fragmented, unreliable data to creating clear, genuine intelligence that delivers real results for our customers,” Minor DKL Food Group COO Steve Hazard said in a statement.
The chain cited that it uses InMoment for case management, identifying approximately 30 at-risk customers each month. Franchise partners now have greater access to feedback, enabling them to be more proactive with customers and resolve issues “two to three days faster than before.”
The Coffee Club said it also uses an AI engine to perform text analytics on unstructured datasets and optimise keywords to improve its capabilities, constantly feeding keywords back through the system to improve its machine learning.
“From the top down, team members can instantly view NPS [Net Promoter Score], as well as evaluate actual customer comments with a live, interactive dashboard, helping create a consistent experience throughout each location.”
Achieving the success of the new technology, Hazard claimed, has led the executive leadership to focus on customers and “maniacal-level execution” across all areas of the business.” “For our operating, training, and HR teams, addressing the right service concerns in order of priority in the right regions has been critical.”
“And for our product development and marketing teams, we know what we should continue doing well through drivers of experience and dashboards,” he added.
