Not every account needs the same brewer, the same coffee or the same service model. Some customers want bean-to-cup. Others want single-cup brewing. Some are looking for espresso, cold brew or premium pantry service. The leading operators are focused on listening and solving workplace refreshment challenges.

2. The office breakroom is a big part of the employee experience

The report also highlights continued consumer demand for premium products and better-for-you options. Employees expect more than they did just a few years ago.

That expectation extends to coffee. If people willingly spend six or seven dollars for a premium beverage on their way to work, they notice when the office coffee consists of generic beans and powdered creamer.

Today’s coffee station says something about an employer’s culture. Forward-thinking OCS operators are helping customers create an experience.

3. Technology isn’t replacing relationships: It’s strengthening them

The survey shows that operators continue to invest in technology, including remote monitoring, management systems and route optimization.

That’s an important lesson for coffee service companies. Technology should never replace personal service. It should make great service even better.

Whether it’s equipment monitoring, automated ordering, route optimization or better customer communication, technology gives operators more time to focus on what matters - building stronger customer relationships.

4. Diversification creates opportunity

One chart in the report confirms that many “vending” operators now generate revenue from multiple business segments across the entire convenience services spectrum. Smart coolers, micro markets, office coffee service, pantry and water service are all in play.

That should encourage every OCS operator. Coffee can be the conduit to added business. Once you’ve earned a customer’s trust, opportunities naturally emerge to expand into pantry service, water filtration, snacks, breakroom supplies and other workplace refreshment solutions. The easiest customer to sell to is usually the one who already believes in you. Don’t leave those opportunities on the table.

5. Growth belongs to operators who continue investing

Perhaps the biggest takeaway from this year’s report is simple. Despite labor challenges, inflation and changing workplace dynamics, the convenience services industry continues to grow. The operators experiencing that growth aren’t standing still. They invest in technology, new equipment, sales and customer service.

The same mindset should apply to office coffee. The companies that continue investing in their people, their equipment and their customers will be the companies best positioned to grow over the next five years.

Read between the lines

If you’re an OCS operator, it would be easy to glance at the Vending and Micro Markets State of the Industry Report and assume it’s mostly about vending machines, micro markets and smart coolers. I think that would be a mistake.

The report is really about something much bigger. It’s about how workplace refreshment is changing and how operators are becoming more willing to invest in a variety of location-driven needs.

While you may have a love affair with the OCS business, the lines separating coffee service from the other convenience services business segments continue to blur. Customers don’t think in terms of business segments. They just want a partner who can create a compelling workplace experience, and in today’s convenience services landscape, being able to provide a complete suite of offerings is a true competitive advantage.