Successful brands are based essentially on a promise to perform and it is when there is a disconnect between a promise and what the brand delivers when things go wrong. Perhaps we consumers should be a little more cynical and not treat every company as being infallible, or perhaps the companies that are offering products and services need ensure that they deliver what the customer has been led to expect.
All these expectations and promises are embodied in a company logo or brand identity, which are a very efficient way of communicating what the customers should expect with each and every interaction with that company.
One company that I have had very little interaction with in recent years is Lyons, a name that for me was associated with another era, with instant cofee and cakes that only your grandparents would serve with tea. All those preconceived notions were challenged recently when I was handed a sample of a Lyons Coffee Bag at Leeds station. The idea of the coffee bag has been around, apparently since 2011, and (as you might imagine) it involves nothing more complex than pouring hot water over the coffee bag that you have placed in your cup.
I have now sampled the coffee bag concept and have to say that the coffee was very good (as promised); the process of brewing the coffee was very easy (yes, as promised) and there was no issue of what to do with the used coffee (again, as promised). When I am in the office I will probably continue to use the cafetière, but for when I spend time at various clients’ offices I shall ensure that I keep a few coffee bags with me.
They’re like a really flexible version of the dated Rambouts fitler coffee towers, which were very wasteful with their packaging and the coffee (when it finally finished filtering) was average.
In summary: Lyons Coffee Bags are a brilliantly simple idea. So easy to use, minimal packaging and they deliver a genuine, real coffee experience.