Service quality and customer engagement in B2B setting: A case of North End Coffee Roasters

Abstract

Service quality and customer engagement are critical in B2B settings, where long-term relationships and trust drive business success. High service quality ensures reliability, efficiency, and value delivery, fostering customer satisfaction and loyalty. Strong customer engagement enhances communication, allowing businesses to anticipate client needs and tailor solutions effectively. In B2B markets, engaged customers are more likely to advocate for a brand, leading to increased retention and cross-selling opportunities. Ultimately, prioritizing both service quality and engagement strengthens competitive positioning and drives sustainable growth. The purpose of this report is to critically analyze the connections of service quality and customer engagement in the B2B context with relation to North End Coffee Roasters in Bangladesh.

North End Coffee Roasters is a premium coffee company that focuses on responsibly sourced, beautifully roasted coffee beans. The brand, known for its dedication to quality, sustainability, and community, has carved itself a solid position in the specialty coffee industry. Provides a wide variety of coffee goods, including single-origin beans, blends, and cold brew alternatives. Focuses on freshness and taste to provide constant quality that meets client expectations. Coffee aficionados, specialty cafés, corporate customers, and retail grocery shops are among the primary markets served. Expanding presence on e-commerce platforms and direct-to-consumer channels. A multi-channel approach combines physical shops, internet stores, and third-party markets. Collaborations with local cafés and eateries to increase brand awareness. Currently it serves local and regional markets, with intentions to expand national distribution. Active involvement in coffee expos and trade shows helps to create brand recognition. Sales have increased consistently year after year, thanks to successful marketing efforts and consumer loyalty programs. The introduction of seasonal and limited-edition items has helped boost income streams. Ethical procurement from certified farms benefits farmers and the environment, appealing to socially concerned customers. Cutting-edge roasting processes and tight quality standards ensure an excellent coffee experience. High customer retention rates are due to outstanding product quality and engaging customer service. Franchising and worldwide exports will allow them to enter previously unexplored markets. Using digital marketing and data analytics to spot trends and increase consumer interaction. Expanding product offerings include ready-to-drink beverages and coffee-related products.