No matter how you grind it, flavour it, source it, there is no end to the world of coffee. It continues to evolve; almost everyone starts their day with a cup of coffee, be it brewed at home, purchased hot, bottled, or iced. This industry is in the midst of change: specialty coffee is on the rise, quality over quantity, convenience is key, and coffee shop experience is fundamental. Don’t lag behind your industry and connect with your coffee drinkers. Find out how you are doing by implementing a mystery shopping programme or customer satisfaction survey.