Blend Cafe and Pizza Bar

Background

Eat, Drink Gather

• Blend is a funky, vintage style café

• Mixed Modern Australian Food

• Focus on Coffee and Pizza

• Servicescape is the main appeal

• Taget Market: Families and Professional

Competitor Analysis

Perception Map

Service Analysis

• To develop all recommendations we developed a service blueprint
• Many potential fail points were found:
  • Staff inconsistencies (backstage)
  • Customer communication (front stage)

Gap 1: Customer Gap

Customer

Expectations

Customer

Perceptions

low Price

Quality Italian

Food

High Price

Inconsistent

Confusion

Blend Café & Pizza Bar

Recommendation:

Integrated Market Communications (IMC)

Consistency aligns with expectations and result in better customer perceptions

Increase use of Social Media: Facebook

• Clearly portray edgy & uniqueness

• Include vital details about Blend's operation, when pizza is available, opening hours, payment methods

Recommendation:

Engage in Market Research:

• Qualitative
• Quantitative 

Rating websites:

Gap 3: Policy Gap

• Companies that present policy gap issues struggle translating customer expectations into the delivery of the service
• Blend disposed of the Split Billing Process
• Misconceptions of payment

Recommendation:

• Implementing a wireless Eftpos machine

• More customer communication

• More signage

Gap 4: Delivery Gap

• Lack of consistency between Staff Procedures

• Service Quality differs between staff

• No set complaints policy procedure

Recommendation:

• Staff training procedures need to standardized

• Constant refreshers for service delivery

• New Menus need to be accompanied by new training

• Liquor Licence means taste testers should be done so staff understand what they are selling

Questions?