Customer Engagement

5 Must-Do’s to Improve the Customer Experience in OCS

November 13, 2018 | By Elyssa Steiner

5 Must-Do’s to Improve the Customer Experience in OCS

You are only as strong as your morning coffee. Is this your life motto? While it may be what kick starts our day, coffee has certainly expanded from a drink to an experience. Customers expect more from their morning coffee than ever before and these trends don’t seem to be slowing down.

While we talk about millennials often, and they have certainly created trends around how we eat, millennials aren’t saying no to a cup of coffee each morning, but are saying yes, to how they experience that coffee. So how do you bring an experience to the break room where you offer office coffee services? Well, by following these steps you can easily go from a cup of Joe to a cup of experience for your customers!

#1. Understand the sourcing model:

Millennials specifically are a conscientious audience and look to consume ethically. According to a Nielsen survey published in 2015, 66% of consumers are willing to pay more for ethically-sourced and sustainable products – up from 55% the year before. This trend is going nowhere so you might as well get on board the train! Offer information about the coffee brand you choose and make sure it is one that cares about its people and its quality of product.

#2. Throw out the powder creamer and offer milk alternatives:

Look, no one likes putting powder creamer in their coffee. Worldwide, the market for dairy-free milks is set to reach $16.3 billion in 2018 – over double its $7.4 billion market share in 2010. * We are not saying go stock all your accounts with diary-free milk, but we are saying consider offering milk alternatives so that consumers can customize their coffee drinks as needed.

#3. Cold-brew coffee will continue to grow:

People want things faster than ever before, but they don’t want to lose quality or good flavor in the midst of convenience. Cold-brew sales are booming: in 2017, sales of cold-brew grew by 80% in the United States. * This is an easy offering for you to add into your product mix. What better way to get a premium item in your vending machines that will sell, along with just offering into your product mix in micro markets.

#4. Personalize the customer experience:

Consumers are not only aware of what’s in their cup but what the cup is made of. What better way to create a customized experience to your coffee services than offering the client customized coffee mugs for employees to use instead of paper or plastic. Or even selling to-go mugs in your markets or to your client directly with their company logo on it. Make it personal and make it sustainable!

#5. Compete with cafes and create an experience in the break room:

Cafes create an experience beyond just selling coffee. Some offer wifi and others have comfortable seating for consumers to hang out and enjoy the workspace or casual hang out. How can you work with your client to help enhance the entire break room experience?

So, the real question is, do you want to stay back and just offer a cup of joe, or do you want to create an experience and grow your office coffee services with every client? It is always cheaper to sustain an existing customer and get them to spend more than it is to go out and acquire a new one, so consider some of these ideas to constantly evolving your coffee services!


If you are interested in learning how Seed Delivery can help you serve all your vending and office coffee service accounts easy, fast and convenient please click on the link below to learn more or inquire so one of our sales team members can assist in seeing if Seed Delivery is a good fit for your business! Learn More on Seed Delivery here.

If you’d like to streamline your OCS operations and would also like to improve customer service at your OCS locations, fill out the form below and our representative will reach out to you.


Elyssa Steiner

Chief Marketing Officer

Elyssa has over 10 years in the self-service retail industry and was among the first to be a part of launching the micro market concept into the vending channel. She is passionate about sharing both her knowledge in self-service retail and marketing with industry associations such as NAMA and Frost and Sullivan’s Marketing professionals.

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