Coffee that’s Creating Buzz

San Francisco-based Philz Coffee isn’t just perfectly Orchestrating their own customer journey, they’re staging the internal customer journey as well. Purveyors of “slow coffee,” that is hand-brewed to order, Philz has disrupted our expectations of the coffee-ordering and drinking Experience.

They’re also disrupting the traditional journey of their internal customers – their employees – by Orchestrating a whole new kind of application process. Applicants are invited to make a video and answer the question “why do you want to work at Philz?” Philz’s aim is to encourage applicants to share their stories and add more personalization than could ever be captured on a resume. When candidates make their videos, they feel a more meaningful, personal Connection with their potential future employer. For a company with a mission of “bettering days,” helping applicants Connect to and enjoy the hiring process is the perfect Orchestrated Experience.

How might we extend a well-Orchestrated Experience from our customers (patients and guests) to our team members?

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