ProBrewer Expert Topic • Volume 2024, Issue 06

Customer Experience

Exploring ideas and concepts to heighten the customer experience and build consumer loyalty

 supported in part by Craft Industry Apparel

Editor's Introduction to Customer Experience

This month, ProBrewer takes a detailed look at how to heighten the Customer Experience for producers in the alcohol beverage industry. Each week will feature a new article covering this important topic.

Every manufacturer in the alcohol beverage industry has consumer-facing touch points. Whether it’s at a beer festival, in the taproom, selling merchandise at your gift store or giving a brewery tour, providing a positive customer experience is critical to building customer loyalty.

This month’s ProBrewer Expert Topic will provide you with ideas and concepts to ensure your customers have a positive and memorable experience – and keep coming back for more. Read how Non-alcoholic Offerings Make Sense at a Brewery to appeal to a wider customer base, how Picking the Right Music to Set The Mood In Your Taproom can increase sales and how different mug club models can net positive results in building customer loyalty. These are just a few of the many articles available in this section.

And don’t forget to check in to the ProBrewer Discussion Boards for customer service related conversations.

Featured Articles in Customer Experience

The Best Ways to Make Your Brewery Website Stand Out (and be Helpful)

Newly posted:

Building a Better Merch Program

Posted:

Staff Training is Critical for a Brewery’s Success

Posted:

Publishing Soon

The following expert topic articles will be published later this month:

Designed to Impress: Making Your Brewery a Welcoming Space

Non-alcoholic Offerings Make Sense at a Brewery

From the archive, posted:

Using Social Media to Create a Voice for Your Brand and Better Connect with your Audience

From the archive, posted:

WTF, Data?! Numbers = Profits! w/ Pulkit K. Agrawal 

Posted

Almost every brewery is tracking their data – whether it’s in a spreadsheet, paper logs, or an electronic brewery management system. As breweries start scaling, there are two key areas that brewers and owners start looking at for their products — (1) making consistent quality beer and (2) improving costs over time.
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CBP Video: Getting More Butts in Seats & Beer in The Fridge 

Posted

Marketing for Breweries has taken so many forms it’s hard to even know what to do anymore. It’s more than just a punch on a punch card, a scan of a QR code or some arbitrary point system. Loyalty is creating an experience that makes your customer tell their friends about the incredible experience they had at your brewery. (more...)

Little Changes: Actionable Strategies to Elevate the Customer Experience with Dan Hornbrook 

Posted

I will dive into the importance of elevating the consumer experience from a product and location standpoint. What are things that consumers are seeking that some breweries might be missing out on that could be super easy to connect with.
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Non-alcoholic Offerings Make Sense at a Brewery 

Posted

A well thought out tap list, one with diversity of styles and ABV range is a delight to see at a brewery. It means customers can pick pints or flights that suit a mood or menu. So much focus is put on a brewery’s beer, rightly so, but there is also an appreciation that comes with non-alcoholic offerings. (more...)

Guest Experience: How to Thrive in an Instant, On-Demand World 

Posted

There’s a huge difference between good service and a good guest experience. It’s challenging enough to ensure your guests are greeted in a timely manner, their orders taken quickly, drinks never run dry, and their bill received and closed on time. These service steps are absolutely critical, but do very little to combat a negative first impression. Standards for service are increasing at a rapid pace as patience of our guests wanes, so is it time to pivot our focus away from basic tasks and focus more heavily on our presence with guests?
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Russian Rivers’ Annual Pliny Release Generates Record $6.1 Million Economic Impact 

Posted

We’ve seen economic impact reports for the beer industry as a whole, for the craft segment, both nationally and state-specific. But narrowing down to study the economic impact of a single beers release seems pretty microscopic. Unless its Pliny the Younger and the total impact to the local economy is a whopping $6.1 million. (more...)

The Importance of Brewery Tours and How to Make a Lasting Impression 

Posted

With more than 9,000 breweries in the country there might be some owners that assume everyone walking through the door already knows about the brewing process and what all that fancy, expensive stainless-steel equipment does. Education should never stop and making assumptions is never the right track. (more...)

Selecting the Best Merchandise to Represent Your Brewery 

Posted

Merchandise has become so important in the beer industry that some breweries will design and release t-shirts and hats long before the first fermenters are ever installed. To be sure, having the right merchandise can strengthen consumer bonds, raise outside awareness, and add to the company’s bottom line. (more...)

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