Recently, along with a part of Team Crevio, we visited the “KAFFA ROASTERY” coffee roaster in Helsinki. The aim? To explore the possibility of creating our own coffee brand, or at least, customizing a package with our logo. Kaffa Roastery indeed offers the opportunity to apply our design and logo on a package, allowing us to choose the coffee that goes inside. For the sales day, this represents a significant challenge and a tremendous opportunity. But let’s return to the essence of this essay: to analyze some of the services and initiatives of this roaster from a customer experience perspective, aspects that I find remarkably ingenious.

Firstly, the ambiance. Upon our arrival, we were greeted by a soft atmosphere, a halfway point between industrial and Nordic design, much to my delight. The furniture, simple yet elegantly chosen, immediately instills a sense of comfort. From the café area, where customers enjoy their cappuccinos, one can observe through large windows the roasting machines and a small room where specialists experiment and test new coffee flavors.

The second point that struck me is a service graciously offered to their clientele. A majority of their clients being professionals (restaurants, cafes, hotels, etc.), they provide free training on various coffee pouring techniques, allowing for the creation of patterns in cups. These trainings also cover precise dosing and temperature adjustments to achieve the perfect coffee. The goal is to promote a positive image of their coffee, both among end consumers and their B2B clients.

This detail might seem minor, but it illustrates how offering such services can greatly enhance the customer experience and encourage loyalty. The experience begins with arrival in a welcoming place, continues with a detailed presentation of the products, and concludes with post-purchase support on product usage. This process, although meticulously planned, gave me the impression of being the result of genuine passion. The attention to detail seems to stem from a sacred respect for the product.

I have the belief that when work is done with passion and successfully transmitted, commercial success follows.