customer experience — Secret Blogger — Secret Hopper

Creating more memorable and profitable taproom experiences

Posts tagged customer experience

Strategies for Adding Food to Your Taproom

Strategies for Adding Food to Your Taproom

When guests plan out their next taproom visit, it’s not just about pleasing the beer nerd. It’s about attracting and maintaining the attention of everyone from that beer nerd to everyone else in their party. This may include the 4-year-old they’re bringing along, the guest who doesn’t drink beer, and the customer just looking for a bite to eat. Because of this, the taproom guest is much more intentional when choosing where to visit. When you’re able to please all these demographics, you unlock the potential for a greater audience, that will spend more time and ultimately more money.

Andrew CoplonApril 24, 2024food, brewpub, customer experience, brewery food, upsell, engagement

Taking a Bad Taproom Experience and Making it Awesome

Taking a Bad Taproom Experience and Making it Awesome

Even the best businesses have bad days. It is important that you not only provide your team with the tools to offer engaging taproom visits, but also the strategies to create a world-class experience when things go wrong. They won’t remember the negative. They will have a deeper connection with your brewery because of how they were wowed by your staff.

Andrew CoplonMarch 7, 2024customer experience, customer service, hospitality, problem solving, empathy, taproom, taproom staff, training

Maximizing Taproom Revenue by Building Loyalty

Maximizing Taproom Revenue by Building Loyalty

We’re all guilty of it. Signing up for loyalty/reward program or mailing list just to get a little discount. 10% off your first purchase, free shipping, perhaps a free cookie when you buy your next coffee. Some of the largest brands in the world have successfully found the right offers to get us to share our contact information. While many consumers will quickly unsubscribe, the company gets their foot in the door and now has easier access to these potential customers. The exact value varies, but hospitality businesses consistently flaunt greater per visit revenue and more frequent visits from these engaged guests. But despite the customer’s willingness to offer up their email address, are breweries getting better at grabbing it?

Andrew CoplonJanuary 6, 2024loyalty, customer experience, email marketing, membership, loyalty programs, engagement

Flight + To Go Trends: 2018-2022

Flight + To Go Trends: 2018-2022

Join us for a deep dive into flight and to go beer trends from 2018 to 2022.

Andrew CoplonDecember 21, 2023taproom staff, taproom experience, customer experience, hospitality, taproom events, to go beer, flight, beer flights, beer education

A Rising Taproom Tide Lifts All Breweries!

A Rising Taproom Tide Lifts All Breweries!

Generic as it is, the aphorism, "a rising tide lifts all boats" is a proven economic concept. And it applies to beer and your taproom. The more memorable experiences that breweries in your area create, the better it will be for your beer community as a whole.

Andrew CoplonOctober 26, 2023customer experience, taproom, breweries, community

Increasing Taproom Sales by Suggesting Flights

Increasing Taproom Sales by Suggesting Flights

Flights. Your staff probably has a love/hate relationship with them. Your favorite thing to pour on a busy Saturday? Doubtful. A strong way to build a connection with a guest and discover what’s right for them? Absolutely.

Andrew CoplonOctober 18, 2023taproom, flights, customer experience, engagement, trends

Top 5 Characteristics of High Engagement Taproom Visits

Top 5 Characteristics of High Engagement Taproom Visits

When working with breweries nationwide, we collect data that helps better the level of service and build more meaningful connections. Through this, we wanted to see what the top contributing factors to experiences where taproom staff truly wow the guest. Upon analyzing these high engagement experiences, we discovered 5 behaviors that are found in over 96% of the these visits.

Andrew CoplonSeptember 13, 2023taproom experience, taproom staff, customer experience, hospitality, brewery

Above and Beyond with La Verne Brewing and Sunroom Brewing

Above and Beyond with La Verne Brewing and Sunroom Brewing

In a country closing in on 10,000 breweries, making great beer is a must. Our series Above and Beyond highlights taprooms focusing on the little things that can make a big difference.

Andrew CoplonJuly 18, 2023customer experience, customer service, taproom, taproom staff, taproom events

Don’t Say Trivia: An Interactive Event Planning Workshop

Don’t Say Trivia: An Interactive Event Planning Workshop

Join us for an interactive workshop designed to help you generate new and creative events to host in your taproom.

Andrew CoplonJune 7, 2023taproom staff, taproom experience, customer experience, hospitality, taproom events

Taproom Guests Want Food. What Should You Do?

Taproom Guests Want Food. What Should You Do?

Creating world-class taproom experiences is at the intersection of quality beer, engaging staff, and a memorable atmosphere. Food is one of the many options you should consider when looking to elevate your atmosphere.

Andrew CoplonMay 17, 2023customer experience, brewpub, food, ups, taproom

What's Your Encore: How to Craft Unexpected and Memorable Taproom Experiences

What's Your Encore: How to Craft Unexpected and Memorable Taproom Experiences

Your taproom staff should also be going beyond what’s expected by the guest. And it should be more than an encore. Encores are the expected hit song. Your staffs’ final act of hospitality can’t be expected.

Andrew CoplonApril 24, 2023taproom, customer experience, hospitality, encore, customer service

Above and Beyond with WanderLinger Brewing Company and West Side Brewing

Above and Beyond with WanderLinger Brewing Company and West Side Brewing

In a country closing in on 10,000 breweries, making great beer is a must. Our series Above and Beyond highlights taprooms focusing on the little things that can make a big difference.

Andrew CoplonApril 2, 2023customer experience, customer service, taproom, taproom staff, taproom events

Taproom Guests Who Purchase To Go Beer Tip Higher

Taproom Guests Who Purchase To Go Beer Tip Higher

Not only are guests who purchasing beer to go spending more in your taproom, but they are also tipping your staff on that overall amount at a higher percentage.

Andrew CoplonMarch 6, 2023customer experience, hospitality, upsell, to go beer, engagement

Taproom Lessons learned from a Flight Attendant

Taproom Lessons learned from a Flight Attendant

“Biscoff or pretzels?” That was the question the flight attendant first asked me. To me, Biscoff is synonymous with airplane cookies. It’s not just a snack, but the food pairing for my early flight coffee. It oddly makes me feel special, and excited, when enjoying. But, why?

Andrew CoplonMarch 6, 2023guest experience, customer experience, customer service, hospitality, biscoff, teamwork

Strategies to Motivate Your Taproom Staff

Strategies to Motivate Your Taproom Staff

Just like each guest, all of your staff require a unique experience. As brewery owners and managers, it is your responsibility to understand their needs, their goals, and how you can form a partnership of beautiful employment.

Andrew CoplonFebruary 24, 2023motivation, staff training, taproom staff, taproom experience, customer experience, hospitality

Above and Beyond with Crooked Crab Brewing Company and Fiction Beer Company

Above and Beyond with Crooked Crab Brewing Company and Fiction Beer Company

In a country closing in on 10,000 breweries, making great beer is a must. Our series Above and Beyond highlights taprooms focusing on the little things that can make a big difference.

Andrew CoplonFebruary 13, 2023customer experience, customer service, taproom, taproom staff, taproom events

Why Taproom Data is Your Secret to Greater Success

Why Taproom Data is Your Secret to Greater Success

I bet your brewer’s setup cost quite a pretty penny, and that they’re regularly investing in quality control measures to put out the best possible beer. If you’re not treating your taproom with the same level of respect, then you could be serving your guests that buttery popcorn-esque experience without evening knowing it.

Andrew CoplonDecember 28, 2022taproom, customer experience, brewery, taproom staff, KPIs, data

Repetition is Boring: Excite Your Taproom Guests with Innovation

Repetition is Boring: Excite Your Taproom Guests with Innovation

As brewery owners and managers, you need to continue to excite your audience about your unique experiences, just like you do with your tap list. You can’t just take a well-received event and overdo the frequency. You must do it in moderation.

Andrew CoplonNovember 23, 2022taproom, taproom experience, customer experience, events

My 3-Year-Old Appreciates Experience

My 3-Year-Old Appreciates Experience

On a dreary Sunday in early October 2022, my wife and I took our son to his very first monster truck show. As you can imagine, it was crowded, loud, and a sensory overload on many levels. With that said, there was something special about watching his excitement and awe as these oversized vehicles flew through the air. I even had more fun than expected.

As I was putting him to bed that night, I asked him, “What was your favorite part of the monster truck show?” I had expected him to say the fire-breathing robot that ate a car, Tiger Shark, Gunkster, or one of the other silly name trucks, or even the fairly intense laser light show. But no. He didn’t recite any of the truck names. He didn’t comment on any aspect of the over-the-top spectacle. He said the popcorn.

Andrew CoplonOctober 5, 2022customer experience, taproom, taproom experience

You Have All This Taproom Data, Now What?

You Have All This Taproom Data, Now What?

Through data, you have the power to better understand guests’ expectations, maximize the workplace for your staff, and help create brewery experiences that equally make beer drinkers crave more of your brand and increase your employees’ satisfaction.

Andrew CoplonAugust 26, 2022taproom staff, customer experience, data, taproom experience, taproom technology, training