Biggby’s Customer Service & Culture Helps Fuel Growth
The first Biggby coffee shop was founded 13 years ago. Now the chain has 100 stores in nine states: Michigan, Ohio, Indiana, Illinois, Wisconsin, Florida, Alabama, Georgia and South Carolina. Biggby’s franchise-based model gives it an advantage over other regional coffee chains by lowering the cost for the company to expand and it gives each store local connections.
Bob Fish, the East Lansing-based chain’s chief executive officer and one its co-founders said,
“We are a franchise company and Starbucks is not. Most of our operators are people from the community…There’s a big difference between an owner running the store and any other restaurant chain with many, many units. They’re not just an employee; they own the business. It adds energy, excitement and enthusiasm.”
Because each store has local connections, this contributes to more meaningful customer engagement and greater customer service.
So far Biggby’s business model has been working. They expect to grow to 250 stores by 2010.
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Tags: Customer Experience, customer loyalty, customer service