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Caffè Nero

Delivering delight to customers

Caffè Nero is a premium European style coffee house brand headquartered in London, England.

Since 1997, Caffè Nero has grown internationally to be recognised as Europe’s largest independent coffee house group.

The brand now runs more than 1000 coffee houses located across eleven countries: the UK, Ireland, Sweden, Poland, Cyprus, Croatia, Turkey, the UAE, Oman, and the United States.

The Challenge

Within an increasingly competitive marketplace, the Caffè Nero business is looking to break-out beyond the green, red, blue triumvirate- made up of themselves, Costa and Starbucks.
The brand wanted to view ‘premiumness’ of offer as a potential point of competitive difference, across the key elements of their revised proposition:

• Deli Kitchen range

• Store lay-out

• Promotional materials

Our approach

To support the Caffè Nero team in the evolution of the offer- along premium lines- we deployed a multi-faceted approach across 22 of their UK stores.

Customer segmentation, in-store customer experience monitoring and brand tracking vehicles were put in place to deliver an additional, granular, layer of insight.

The outcome

With analysis and direction provided across different elements of the estate, Caffè Nero was able to leverage new customer insights to optimise and inform the roll out of its revised proposition.

The holistic insight programme continues to provide real illumination to the brand in the shape of its evolving food and drink offer as well as the customer journey – uncovering aspects where it can be further strengthened to deliver ‘delight’.

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