Boost Juice Bar’s Service Model

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Table of Contents

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Boost’s Service Model        3

Key Customer Interactions        4

Key Employee Actions        4

Key Support Processes        5

Physical Evidence and Customer Experience        6

Potential Fail Points and Bottlenecks        6

Recommendations for Fail Points        7

Blueprinting Theory        8

Conclusion and Learning Points        9

Referencing        10

Appendix        11

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Company Background & Introduction

Boost Juice is an Australian established services company, specialising in the sales of different varieties of juices and smoothies. Formed in 2000 by a woman with no previous business experience, Janine Allis. Allis opened her first store in Adelaide with the support of her family and her passion for delivering fresh juices and smoothies to her customers. With the mission statement; “Make healthy living both tasty and fun”. Now one of Australia’s most popular juice and smoothie brands, now with 500 stores in 13 countries (About Us 2018). As the brand has now been up and running for the past 18 years, it is evident that their expertise in services are unquestionable. Its success has been vital to its employee’s training and good management skills. However, its ultimate success is proven through its sale of the majority stake in Boost Juice for a sum of $65 million to a U.S. based private equity in 2010, which in turn crystallised gains for Founder Allis, the Besen family and other major investors (Greenblat 2010).

Boost’s Service Model

Boost Juice has endeavoured a huge success since it was established in 2000, as it is now the largest juice and smoothies’ chain in the southern hemisphere. With a group store turnover well over $AUD 120,000,000 p.a., (About Us 2018) Boost Juice has now been able to contribute funds into establishing a franchise business model, allowing stores to be purchased from all over the world.  

Nonetheless with regards to Boost Juice’s services within their blueprint service model are generally based around their ability to continuously provide sound customer service. The services of the firm that are explained above in the blueprint show the key customer actions, the employee contact in addition to the managing services (Support process) involved in the process of Boost Juice’s services. Boost Juice’s services that have been depicted in the blueprint are based around one of their franchise stores at UWA. It involves a customer action of buying a juice or smoothie, while having employee contact that are complimented by the support processes involved. Nonetheless as Boost Juice is a valuable and profitable business, this has helped them experience a brand awareness rate of 94% within Australia as they pride their services model around the notion of customer involvement and experience (About Us 2018).

Boost Juice Bars have become a household name within Australia, and this is the main reason as to why we have chosen to review their service blueprint and provide limitations and recommendations. Although there are certain fail points that were found within the service process, it is clearly evident that Boost Juice keep on creating outstanding customer service to their customers. This is backed by their overall rating on Google being at 4/5 stars.  

Key Customer Interactions

A main key customer action involved within the service process is the customer viewing the menu appropriately. The customer has a decision to make within the service process and has a responsibility to pick an order and not hesitate, especially during peak times. However, there can be certain bottlenecks in the process, such as if someone within the company has not managed a sufficient menu appearance, which can result in confusion. This in turn can hold up the line and increase waiting times. Therefore, the customer has a key action to decide on his/her order in a timely manner to avoid holding up other customers.

Another main key customer action involved within the service blueprint is payment of orders. This is where the customer after placing his order will get employee contact in the form of a POS sale, where they can either proceed with a cash or card transaction. It is up to management to ensure that the employee is fully trained in the POS system that Boost Juice uses.  The customer ordering has a responsibility to not hold up others when paying and to not take long when ordering the product. If the customer cannot successfully pay for their order, this can increase hold ups and other customers could get frustrated with long waiting times. It is also the responsibility of the staff members to greet and assist customers when necessary.

The third and final key customer action within the service blueprint regards the picking up of the order and the post purchase dissonance involved. Post-purchase dissonance is when the customer is may be satisfied or unsure of their purchasing decision (Kasia 2015). Therefore, it is crucial for the employees to ensure the best customer experience along the journey, in addition to providing the best quality product possible. The customer has a responsibility to listen for when their name is called out to pick up their order, and their post purchase decisions are what can introduce a long-lasting customer relationship. If the customer is satisfied they will generally refer the product to their friends and family. If the customer experiences post-purchase dissonance, bad reviews will entail and the customer will not return again.  

Key Employee Actions

Employee actions are undoubtedly one of the most crucial parts in any service business. It can determine the perceived value of a company against the core value, especially in the service industry. 3 main employee actions that we believe to be critical are greeting customers with a smile, making the order preparation visible to the customers and calling the customers by their first names.

Upon arriving, customers might feel lost especially first-time users. Boost employees will greet customers with a very warm and friendly smile and take the initiative to satisfy their needs and wants. This will give the customers a feeling of being welcomed where they will enjoy the experience buying juice at Boost.