I was sipping coffee this morning at a quaint little coffee shop here in Longmont, Colorado. I was watching the baristas do their work with enthusiasm, and gusto. They were kind to the customers, recalled the names of their regulars and were asking about their lives. It was quite refreshing. I don't always see this on my travels.
The customer experience is key to a successful business. What was most interesting this morning was this coffee shop was absolutely surrounded by construction on all sides. But customers were still seeking out this specific coffee shop. Some may say it was for the caffeine boost. I think it was the staff engagement. Just saying.