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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.

Aug 3, 2026

30:57
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?
31:07
I, I guess first I would say that responses are really important.
31:12
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.
31:24
You know, obviously an engaged customer is, is what we want.
31:27
So, so first of all, we've gotta make sure that we've got that base, really good base.
31:32
But in terms of what wholesale customers are looking for, they are looking to their roasteries to help them innovate.
31:39
So support that's kind of beyond the fundamentals that roasteries have, have been doing for 10, 15 years in the UK.
32:33
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?

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