Best Practice: Something Extra


Customers want what they pay for. But then you supply a little something extra... an unexpected bonus. How can you offer the equivalent of an amuse-bouche at a fine restaurant? That one bite can have a huge impact on the customer experience and perception of value.


Mink is a coffee shop in downtown Vancouver. You order your espresso or cappuccino, and when the barista hands you your drink, he or she also hands you a small, beautifully wrapped square of dark chocolate. Made in-house, it's a sweet reward that makes the customer feel special, and it builds loyalty in a competitive market.