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Why the Keurig Brand Rocks and How You Can Follow Their Success

My home away from home is in a place my amazing coworkers and I have affectionately named “Cubeville.” We each have our own cubicle to personalize with photos, posters, Bubba stress balls, whatever we’d like to make the grey walls disappear. For a few Quality Logo Products employees though, something extra is needed to make the workday a bit more enjoyable. In addition to the family pictures and music posters dotted around QLP, you’ll also find mini Keurig coffee brewers in cubicle corners. There’s just something about a cup coffee around 10:30 AM (and another one during the post-lunch lull around 2:30 PM) that makes even a Monday bearable.

Before I run off on a tangent about my love of Kurby (what I’ve nicknamed my Keurig) I want to give concrete reasons why this coffeemaker company rocks and which tips you can steal to be more successful!

Keurig’s Customer Support

Embrace technology, don't fear it.

Embrace technology, don't fear it.

Not only do they have an awesome presence on Facebook and Twitter that customers can post questions or comments to, BUT a representative monitors it and answers them in a timely manner! If you’re more traditional, then Keurig has you covered there as well. They still have the old-school methods of communication that many people take advantage of, like their customer service phone number, so no one is left out.

Your takeaway from Keurig: Don’t be afraid of new technology. If your customers are using it on a daily basis, then so should you! A competitor may snatch up potential customers while you’re still weighing your options.

Keurig’s Amazing Products

Add variety to your products and services.

Add variety to your products and services.

If variety is the spice of life, then Keurig’s product selection is the bhut jolokia pepper: as spicy as it gets! They offer a brewer for everyone’s coffee (or hot chocolate or tea) consumption level. They haven’t excluded any market out there and they have made themselves highly accessible to different groups of coffee drinkers.

Your takeaway from Keurig: Experiment with your markets and your products. Just because it’s logical to sell product X to audience Y, doesn’t mean you should completely exclude audiences W, X, and Z.

Keurig’s Strong Customer Base

As any seasoned business professional knows, you’re just wasting time and money if you’ve got a great product but nobody knows about it. Keurig, however, doesn’t have this problem. When I asked fellow colleagues what they liked best about their Keurigs, I received a flood of emails. Overwhelmingly, people praised its affordability:

“It makes just one cup of coffee and it doesn’t cost me $5 (aka Starbucks).” -Chase P.

“Makes coffee quick and inexpensively.” – Ian D.

With today’s economy, no one is exactly clear what tomorrow will bring. However, when you brew your own coffee at home, YOU control the price and taste!

Another feature praised was the variety available:

“I love the variety you get with all of the different flavors.” – Michelle K.

“The My K-Cup is the best! So much better than instant coffee.” – Mandy K.

There are so many choices out there for both coffee lovers and coffee loathers alike. From their 200 varieties available; coffee, tea, hot cocoa and iced beverages, they’re sure to have something for everyone.

The final characteristic that people really love about the Keurigs is the convenience factor:

“I love it. Less hassle, less clean up, more flavors, more time to work!” – Mike W.

“I love the convenience of one cup without having to worry about making too much, or too little. It’s like I have my own barista in my office.” – Leo A.

Listen to what customers are saying!

Listen to what customers are saying!

Some mornings just two cups may be all that’s needed to get going, whereas others (typically Mondays, in my experience) you need a pot and a half to start up. Who else can better decide how much you’ll need than yourself?

Here’s your final takeaway morsel from Keurig: Listen to what your customers want. Don’t just brush it off when they say they want a product that offers affordability, variety, and convenience. Take that information and do something with it!

With all the news regarding the Netflix price hike and their latest customer service issues, it’s nice to see that a company out there truly cares about its customers. Whether or not you have a Kurby or a Big Poppa (Leo’s Keurig) in your cubicle or house, anyone can agree that excellent customer service, amazing products, and a loyal customer following are things that every company should strive for.

My caffeine-induced rant is over, but now it’s your turn! How do you feel about Keurig? Is there a product or company out there that you can’t help but sing their praises (or shout their downfalls)?

Image credit to Sheree K.


Amy Swanson

Amy is one of Quality Logo Products’ content developers and social media coordinators. She is a self-professed newspaper nerd and thoroughly enjoys reading business and financial news and having impromptu discussions about it. Oh yeah, she’s “one of those” people! A true Midwestern girl by nature, she loves riding her bike, photography, and the Chicago Cubs. You can also connect with Amy on

Comments

  1. JPorretto

    Nice post Amy! I love that your Kurby Keurig and my Tommy Tassimo can coexist so peacefully. When I want coffee, I go to Kurby. When I want a Latte, I go to Tommy. It’s the best of both worlds!

    I have to say that it seems like your Keurig is a much better made product and is easier to use. It can’t do the fancy drinks, but it expertly does what it is made to do. It’s actually like an iPhone vs. Android type dichotomy now that I think about it… interesting….

    • amy

      I am in complete agreement with you about their happy coexistence. Tommy’s caramel latte that he whipped up yesterday afternoon was splendid! :)

      Your comparison of the Keurig and Tassimo to the iPhone vs. Android discussion is right on. Depending on what you’re looking for it to do, either one can do the job accurately. Not that I would ever do this to Kurby, but I wonder what would happen if you put milk in the water reservoir and put in a cappuccino K-cup. Of course you’d have to wash out the reservoir to keep that sour milk smell from happening, but… I wonder. Food for thought ;)

  2. Mandy Kilinskis

    Your takeaway about customer service is really resonating with me today. I’ve been having a run around with EA Games’ customer service over the past few days, and it’s all been done over a live chat. There is absolutely NO phone number to call; it’s either the live chat or e-mail. While I appreciate that EA has embraced technology and recognizes that most (if not all) of their customers own and regularly use high-speed internet, it doesn’t mean that I should be sitting on their live chat for hours waiting to see if there’s a human ready to talk to me. It’s one of the times I wanted to talk to someone on the phone and I couldn’t!

    Rant aside, fantastic article, Amy! I’ve learned a lot about Keurig today and it seems like they’re really hitting all of the “musts” in business. I really like how timely and honest they are when answering customer questions!

    • amy

      There’s sometimes where I can talk to someone on live chat about a problem, but I completely agree with you that there are other times where I want to talk to a real person! I think it gives companies a more ‘human’ feel, you have to offer options!!

      When I was on my quest for the new Dunkin’ Donuts k-cups (did I ever tell you about that? ;) LOL), I asked them via Twitter when they’d arrive and within a few hours they responded back. Any times I’ve had issues with Kurby or my Keurig at home they’re very timely with their responses.

      • Mandy Kilinskis

        I’m usually down for live chats, but when you spend over 2 hours with three different people (and at least half of that was simply waiting time), it gets a little ridiculous. I really feel that calling and taking to human would’ve solved my problem faster.

        You didn’t tell me that you tweeted them to ask! But that’s awesome that they responded so promptly. Starbucks did not reply to me when I sent a very demanding tweet asking about my gold card process.

        • amy

          Wow, you’re too right! Over 2 hours is beyond ridiculous!! Kudos for sticking with it, that in itself is impressive.

          I tried to keep my crazy DD k-cup obsession to a tolerable level for you all here in Cubeville ;)

          • Mandy Kilinskis

            I finally ended up getting what I set out for: a Sims 3 neighborhood. So at least I was satisfied in the end, even if the journey was obnoxious.

  3. Jenna

    Great post, Amy! A.) I didn’t even know so many people here at QLP had a Keurig. B.) I don’t like coffee, but I could see how this would be awesome for hot chocolate or tea. It’s awesome that Keurig realized that and made other options available for their product. :)

    • amy

      I’ll bring in some hot chocolate K-cups tomorrow for you and Jana to try.

      They’re really doing themselves a big service here by not just being a one-trick pony. Unlike traditional coffee makers they don’t have to sell themselves only to coffee drinkers, they can expand their market wider and attract all beverage drinkers. They also have iced coffee and iced tea that’s quite delicious, you just brew it over ice :)

  4. Jana Quinn

    I’m not a coffee person in the slightest, but I am a hot chocolate aficionado like nobody’s business. This could be a winter purchase for me.

    One of the biggest takeaways for me is that Keurig has been able to market a relatively expensive product (these retail over $100, yes?) on the tagline that it saves money (which – compared to grabbing Starbucks every morning for a year – it looks like it does). Brilliant!

    • Amanda

      Agreed! It’s great that these have caught on so well. These machines are all over $100, yes, but as you said, they save lots of money compared to grabbing coffee shop drinks. Great job Keurig!

    • amy

      The machine itself is on the pricey side compared to other coffee makers, but when you buy a box of k-cups that’s where you save the money. Each cup of coffee is between $0.50 to $0.75, depending on the size of box you buy.

      With over 200 varieties of beverages available, I have yet to try them all!

  5. Joseph Giorgi

    The price is right, the variety is definitely there, and the convenience is tempting. Sadly though, Keurig coffeemakers don’t offer me the one thing that I need from them:

    Quantity. :(

    In all honesty, I’d own a Keurig right now if they could brew an entire pot of coffee, but as far as I know, they can’t. Don’t get me wrong, I’ll probably own one eventually (once my dependency on large amounts of caffeine has calmed a bit), but for now, I have to stick with the 6 to 8 cups-at-a-time that my Mr. Coffee provides me in the morning.

    Awesome post though, Amy! I’ve heard everyone around the office rave about their Keurig coffeemakers for a while now, but this is the most convincing argument yet. I can almost guarantee that, sooner or later, a Keurig will be high on my list of priorities.

    • Amanda

      I’m with you Joe. I still use a regular coffe pot at home, and usually brew between 8-10 cups at a time, every 2 days or so. I then put the hot coffee in a thermal carafe that keeps it hot for two whole days! I just take what I need from there. It’s awesome!

      But I too can see the benefits of a Keurig at the office–it provides a fresh cup of coffee right on the spot. Awesome!

      • Amanda

        I’d be all over a Keurig if I drank coffee throughout the day, but usually my “cup” (16oz really), in the morning is enough for me. =)

    • amy

      Why fix what ain’t broke? As long as Mr. Coffee is doing his job, I say stick with him :)

      These coffee makers are great for people with different tastes in coffee. My parents love their Keurig since my mom can easily go through a pot of coffee, while my dad may only want a cup or two. Then there’s the whole issue of the type of coffee; decaf vs. regular and flavored vs. un-flavored that inevitably occurs LOL.

      Keurig actually was created for businesses since the problem of having pots of coffee missing a cup or two were sitting in break rooms nationwide. Everyone can make exactly their favorite cup of coffee without wasting any :)

  6. Doc

    We cannot say enough about our Keurigs. Not only is the price right, but it’s extremely easy and efficient as well. I don’t have to worry about running late in the morning and stopping to wait in a 15 minute drive-through line at Dunkin’ Donuts or Starbuck’s for my morning coffee. With something as efficient and inexpensive as this, you can’t go wrong.

    • amy

      I still remember when Jill gave me a tour of the offices and I saw the number of Keurig’s in people’s cubicles. I felt my decision to work here was the right one ;)

      That’s my biggest complaint with getting coffee in the morning, the wait! It doesn’t make sense to me to leave my house fifteen minutes earlier than normal so I can stop and grab a cup (although, Dunkin’ makes it difficult to not want to stop).

      Thanks for reading Doc!

  7. Amanda

    Great post Amy! I’m so happy to see such a big company get their FB page right. I see that they respond to people very oftern–how awesome! =)

    • amy

      It really says a lot about a company when they have someone monitoring their facebook and Twitter pages. It gives a slightly more human feel instead of listening to a voice recording on the telephone when customers have a question.

  8. Jen

    I love your post Amy! I’m not a big coffee fan during the summer, but in the winter I can’t get enough hot drinks in me. I have been tossing around the idea of purchasing a Keurig, and this blog really makes the decision to get one a lot easier. I like that it can make coffee, tea and hot chocolate! No matter what I’m in the mood for, it would be easy to make with one machine. Score!

    • amy

      I highly recommend one! There’s a bit of a sticker shock when you compare it to other coffee makers, but the variety of beverages available really sold it for me. Plus, I bought mine at Bed Bath & Beyond and used an expired coupon (love BB&B for doing this!) for it and some boxes of k-cups, so it didn’t seem as bad.

  9. LK

    I’ve never been very good at making the right amount of coffee in a normal coffee maker when it’s just for myself, therefore, I’ve come to love your Keurig and often steal Mandy’s K-Cup so I can make my own Dunkin Donuts coffee in the morning.

    However, every now and then, I do love a Starbuck’s latte. If Keurig can come up with a way to help me out when I need a latte, then I’d for sure purchase one! Till then.. I’ll be visiting Kurby every few mornings and Starbucks the other mornings!
    Maybe if I suggest this to one of Keurig’s multiple avenues of communication, they will take it into consideration (although I’m sure they’ve heard it from people before).

    Great post Amy, and thanks for letting us all use your Keurig!! :)

    • amy

      I wasn’t drinking coffee when my parents had a coffee maker that had a filter, so I have no skills whatsoever concerning coffee making in a normal coffee maker. (Hence, why I never used the coffee maker in the kitchen but instead bought Kurby for my cube)

      We should start a campaign to get a Tassimo-style Keurig. It has to be possible and I’d be all for that :)

  10. Wim @ Sales Sells

    Interesting recommendation Amy! I got a nespresso machine after several recommendations from coffee afficionados, but I must admit I’m not liking it as much as I thought I would. Is the Keurig similar (using cups) or would I like it better than my nespresso machine?

    Wim

    • amy

      Keurigs are similar to Nespressos in the way that both of them use cups/discs to get from grounds to hot cup beverage. Finding nespresso discs was difficult for a friend of mine, so when I started looking I took that into account. Any of the grocery stores I go to has Keurig’s k-cups, as well as the ‘big box’ stores too.

      The biggest difference between the two is that Keurig’s only make coffee, teas and hot chocolates, no lattes or anything fancy. So, if that’s what you’re looking for that has to be taken into account. The varieties of drinks Keurig has available haven’t made me upset with my decision at all.

      I hope this helps Wim, thanks for reading! :)

  11. Jill Tooley

    I also have a Keurig, but she’s at home on my kitchen counter! (That’s right, mine is a SHE). It’s great to have around when I crave a cup of coffee because I can just make one delicious drink instead of an entire pot that gets wasted. My favorite k-cup flavor is the pumpkin spice holiday blend that came with the sample pack, but I also love the hot chocolate and hot apple cider cups.

    It’s good to know that Keurig has stellar service, just in case anything should ever happen to my coffee companion! Nice post, Amy.

    • amy

      I wonder what percentage of Keurig owners (and Tassimo owners Jeff ;) ) have given them a gender and/or name. I’m glad I’m not the only one!

      The hot apple cider is delicious, but I haven’t tried the pumpkin spice holiday drinks yet. I love Starbuck’s pumpkin spice lattes, so trying that will be a must-do!

      Anytime my mom has had problems their customer service reps are very knowledgeable and patient. Last time she was having trouble they ended up mailing her a new one since the current one wasn’t giving her a full cup anymore, even after descaling it. I would recommend Keurig just for their customer support :)

  12. Karen Kunkel

    Yes, Amy, you found another topic I love, coffee and Keurig brewers, melding coffeetalk and business together is a winner. Always interesting, and I take away new info each time I read your blog.

    • amy

      Thanks so much for reading Karen! I always find what businesses are doing (both good and bad) is so interesting to research :)

  13. mike

    its too bad we don’t make them in canada???

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