What BCG’s Survey Reveals: A Guide to Personalization for Coffee Shops

TLDR

Where 75% of consumers in the U.S. now prefer personalized and convenient experiences over generic, automated ones, coffee shop owners face both a challenge and an opportunity. According to a recent BCG survey, Gen Z and Millennials are leading this shift, embracing tailored interactions that make them feel valued and understood. For coffee shops, adapting to these trends means not just serving great coffee but also delivering experiences that resonate on a personal level.

This guide will explore how you can elevate your customer experience through thoughtful personalization and seamless convenience—all while leveraging tools like the Per Diem app integrated with Square POS. Whether it’s rewarding your most loyal customers or simplifying their ordering journey, these strategies will help you stay ahead in 2025 and beyond.

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Why Personalization Matters More Than Ever

Personalized experiences foster loyalty and increase customer satisfaction. With competition in the coffee shop industry at an all-time high, offering unique and memorable experiences can set your business apart.

But personalization doesn’t have to mean invading your customers’ privacy. It’s about using the right tools to gather meaningful, consented data and turning it into actions that make your customers feel seen and appreciated.

The Benefits of Personalization

Personalization brings tangible advantages to your business. Customers who feel valued are more likely to stay loyal, spend more, and recommend your coffee shop to their friends. It’s about creating meaningful relationships that go beyond transactions, building trust and deepening connections over time.

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Personalization with a Mobile App

Making Customers Feel Special

One of the easiest ways to personalize the customer experience is by celebrating their special moments. With the Per Diem app’s integration with Square POS, you can track customer birthdays and offer a reward—such as a free drink or a discount. A thoughtful birthday gesture makes customers feel recognized and appreciated, strengthening their bond with your brand.

Creating Customer Groups for Tailored Engagement

Square POS allows you to categorize your customers into specific groups based on their behavior, which syncs seamlessly with the Per Diem app. For instance, you can create a group of your top spenders or frequent visitors. These VIP customers can receive exclusive discounts, loyalty points, or early access to promotions. Through push notifications, you ensure they know about these perks, enhancing their sense of belonging and loyalty.

Utilizing Customer Insights to Refine Experiences

The Per Diem merchant dashboard offers valuable analytics, such as identifying top spenders, tracking reward program participation, and monitoring gift card usage. This data helps you understand customer preferences and behavior, enabling you to tailor your offerings more effectively. For example, if a particular reward is frequently redeemed, you can promote it more heavily or use it as an incentive to attract new customers.

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Human-Centered Personalization Strategies

Remembering Names and Orders

Remembering every customer’s name may not be feasible, and that’s perfectly fine. Instead, train your baristas to focus on your best customers and regulars—the ones who contribute significantly to your revenue. A warm, personalized greeting like, “Hi, Alex! Your cappuccino with oat milk is coming right up!” can make these loyal patrons feel truly special and valued. This simple effort not only fosters a sense of community but also strengthens relationships with those who matter most to your business.

Crafting a Cozy Atmosphere

While personalization often focuses on interactions, the physical environment of your coffee shop also plays a crucial role. Create a welcoming atmosphere with comfortable seating, ambient lighting, and curated playlists that match your brand identity. A cozy space invites customers to linger, turning your shop into their go-to spot for both work and relaxation.

Hosting Exclusive Events for Loyal Customers

Deepen connections with your regulars by organizing events like coffee-tasting sessions or barista workshops. These exclusive experiences offer customers more than just a transaction; they become part of a community that appreciates quality and creativity. Such events also provide opportunities for meaningful interactions, building long-term loyalty.

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Delivering Convenience: A Key to Customer Satisfaction

Recent insights from the BCG survey highlight a growing customer demand for seamless and convenient experiences. For coffee shop owners, this means making the entire journey—from ordering to pickup—as smooth as possible. Convenience doesn’t just save time; it demonstrates that you value your customers’ busy lives and are committed to making their day easier.

How Per Diem Simplifies the Coffee Shop Experience

The Per Diem app is designed to streamline the ordering process and cater to customer needs effortlessly. Its user-friendly interface allows customers to quickly navigate, save favorite orders, and schedule pickups or deliveries for a time that works best for them. Imagine your busiest regulars walking in to find their favorite drink ready, avoiding long lines and delays.

The app also integrates with Apple Pay, making transactions seamless and hassle-free. By simplifying each step of the customer journey, Per Diem ensures your patrons enjoy both convenience and quality, helping you foster loyalty and repeat visits.

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Action Plan: Bringing Personalization and Convenience Together

1. Start with Technology: Use Per Diem and Square POS to track customer data and identify key opportunities for personalization.
2. Implement Reward Programs: Celebrate milestones like birthdays and reward loyal customers with exclusive offers.
3. Focus on Human Touchpoints: Train staff to remember names and preferences, creating a warm and welcoming environment.
4. Simplify the Customer Journey: Ensure your app and ordering systems are intuitive and user-friendly, making every interaction effortless.
5. Monitor and Adapt: Regularly review customer insights to refine your strategies and stay ahead of evolving preferences.

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Final Thoughts

By combining cutting-edge technology with genuine human connection, you can create a coffee shop experience that delights your customers and keeps them coming back. Personalization and convenience are no longer optional; they are essential to staying competitive in 2025 and beyond. With the Per Diem app and Square POS, you have the tools and strategies to offer exactly what your customers want—a seamless, personalized experience that builds loyalty and drives growth.

Ready to take your coffee shop to the next level? Sign up for Per Diem today and start delivering the personalized and convenient experience your customers crave.

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