Massimiliano Pogliani, CEO of illy, remarked on the coffee business scene and best practices for reopening and customer service in an interview with Yahoo Finance's On The Move.
"We have all been used to staying at home, working at home, consuming our coffee at home. Now there must be a new reason for people to go out to the stores," he said.
He encouraged stores to reassure customers that it's safe to be there, but they need to do more to entice customers, and that may involve working to make the experience of going to a cafe more meaningful.
Operators can learn from this and ask themselves how they can make break rooms a more meaningful experience for customers.
