Real Impact: Streat at RelateLive

Bec Scott presents (in a short interview) enough emotional content to fill ten keynotes.

(Part 3 of many. I’m representing Real World Technology Solutions today at RelateLive, Zendesk’s conference in Sydney on customer experience. All of the views expressed below are my own, independent of my relationships with Real World and Zendesk.)

(Image credit: Relate)
  1. When the coffee-provider described Streat’s mission and vision, and told them more about the process, the customer realised they were part of something bigger. Bec said: “This usually creeps up with the second coffee. We don’t try to shove it down anyone’s throat. In fact, it has to be quite subtle. If we give them a good experience (and we make them good coffee!), they might come back. And maybe the second time, they might ask about how the coffee patronage as a whole is affecting our overall aim.” Case in point: these people have begun to feel tribal. Collective action is changing things, even in one coffee shop.
  2. The third level, Bec explained, is when we describe to them: you know, it’s not just this Streat. We have places all over Melbourne. It’s more than just us.
(Image credit: Relate)

“Most of us want to do good — at the very least, we don’t want to do bad — but we don’t have the information.”

After detailing that customer journey, Bec said, they asked the customers how they would like to have that relevant information delivered to them.

a nomadic poet with her hands in too many books. Lives at emmasedlak.com, works as a communications designer, moonlights as an opera singer/actress.

a nomadic poet with her hands in too many books. Lives at emmasedlak.com, works as a communications designer, moonlights as an opera singer/actress.