Brewing Strategies to Engage Customers
Ferris Coffee & Nut wanted to know more about their customer than their favorite coffee order. Learn how Vervint brought a human-focused approach to understanding customers and creating a better experience for them today and tomorrow.
What We Did
Ferris Coffee & Nut is a nearly 100-year-old company that wanted to understand more about its retail location and direct order coffee customers. Vervint created a plan to help Ferris learn more about customers and design experience strategies for the future.
About Ferris Coffee and Nut
Since 1924, family-owned Ferris Coffee & Nut has focused on creating moments of joy for people to connect. The Grand Rapids, Michigan-based company crafts exceptional food and beverage products by maintaining exacting standards through its retail locations and ecommerce business.
Understanding Customers to Increase Engagement
Ferris Coffee & Nut roasts more than 1 million pounds of coffee annually, specializing in single-origin and coffee blends the company thoughtfully procures through a global network of global growers. They are passionate about sourcing with intention and building long-term, sustainable relationships with growers all around the world.
“We take coffee seriously, but not ourselves,” said Mark VanTongeren, President of Ferris Coffee & Nut.
When the specialty coffee roaster wanted to understand how to better engage customers, Vervint was brought in to brew customer insights.
Vervint helped Ferris understand their customer and create a framework for future brand and product strategies. Vervint conducted research and a series of workshops to define and validate Ferris’ customers, their experience with the company and its products, and identify new opportunities.
The result was a framework and insights Ferris could use to create customer strategies as intentionally crafted as their exclusive coffee blends.