In their recently released Emotional Loyalty Report, Inte Q uncovers insights into what makes top specialty coffee brands (Starbucks and Dunkin Donuts) successful and what factors contribute to consumers’ ‘love’ for these brands.

This report uses Inte Q’s proprietary Customer Love Score™ emotional, social, and brand health data to accurately measure the emotional connection customers have with a brand and provide industry insights into refining marketing strategies and strengthening customer loyalty.

‘Customer Love™’ in the Coffee Industry 

For the first time in the National Coffee Association’s annual history, gourmet coffee has reached a 60/40 advantage over traditional non-gourmet coffee among past-day coffee drinkers. 

Drinking coffee isn’t a new trend, of course. It’s been around since the discovery of the “coffee berry” in Ethiopia in 850. But, in recent times the ways in which we consume coffee have evolved. Consumers may be drinking coffee at the same rate and times of day, yet what they drink continues to be more specialized and more personalized (Venti decaf caramel macchiato, extra whip, whole milk, 6 pumps of sugar-free vanilla anyone?)

What Does the Customer Love Score™ Tell Us about the Specialty Coffee Industry?

Leveraging artificial intelligence and machine learning, the Customer Love Score™ provides more than 25 comparison metrics for a brand and competitors – in this case, Starbucks and Dunkin’.

Key Insights:

  • When considering what drives a customer’s love for coffee brands, excitement and reliability are the most important characteristics.
  • Research indicates that consumers view Starbucks as a more exciting brand than Dunkin’ Donuts.
  • For consumers who do not feel Starbucks is exciting- they are significantly less likely to recommend the brand to a friend when compared to Dunkin’ Donuts.

Revolutionizing Marketing Optimization with the Customer Love Score™

“Using the score as a centerpiece to optimize our loyalty programs and drive personalization strategies, has been a game-changer for our clients.”

Chris Duncan, President, Inte Q

Using the Customer Love Score™ to influence campaign targeting has demonstrated a 24 percent incremental transaction lift and a 15% increase in ROI over traditional targeting methods.

To learn more, download the full report.