Blend Cafe and Pizza Bar
Background
Eat, Drink Gather
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Blend is a funky, vintage style café
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Mixed Modern Australian Food
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Focus on Coffee and Pizza
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Servicescape is the main appeal
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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
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Clearly portray edgy & uniqueness
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Include vital details about Blend's operation, when pizza is available, opening hours, payment methods
Gap 2: Knowledge Gap
The difference between the customer's perceptions of the service and the companies provision of the service
Previously BYO, Now Licenced
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:
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Implementing a wireless Eftpos machine
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More customer communication
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More signage
Gap 4: Delivery Gap
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Lack of consistency between Staff Procedures
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Service Quality differs between staff
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No set complaints policy procedure
Recommendation:
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Staff training procedures need to standardized
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Constant refreshers for service delivery
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New Menus need to be accompanied by new training
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Liquor Licence means taste testers should be done so staff understand what they are selling
Questions?
