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Lucy Mavlian
Commercial Director at Old Spike Roastery and former Commercial Director for UK & Europe at Allpress Espresso, with nearly 11 years in specialty coffee commercial leadership.
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Aug 3, 2026
Understanding consumer behaviour
30:57
32:33

Geoffrey YoungHOST
The N- NPS scores with your wholesale customers, what, what would you say are the really important points to getting a high NPS score? What's resonating with your wholesale base?
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31:12Lucy MavlianGUEST
So, so to begin with, if we, if we put an NPS score out and we're, and we're getting low responses back, that's a really good sign that there's a bit more work that we need to do with engagement with our, with our wholesale customer base.
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31:27Lucy MavlianGUEST
So, so first of all, we've gotta make sure that we've got that base, really good base.
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31:32Lucy MavlianGUEST
But in terms of what wholesale customers are looking for, they are looking to their roasteries to help them innovate.
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31:39Lucy MavlianGUEST
So support that's kind of beyond the fundamentals that roasteries have, have been doing for 10, 15 years in the UK.

Geoffrey YoungHOST
What, what are you seeing there out there today in the marketplace today that maybe wasn't there or is different from a decade ago or, or even five years ago?