Herb Rubenstein, Brent Green, Arjun Sen and Mike Cote at the Startup Junkie Underground

Monday’s Startup Junkie Underground featured ZenMango President Arjun Sen on “Winning Big in a Down Economy.” Sen, bringing experience from retailers including Einstein Bagels and Papa John’s Pizza, began by highlighting the core mantra of his consulting firm: “Guest experience enhancement.” Sen’s overall thesis was that through considering and optimizing every aspect of the customer’s experience businesses can maximize their returns. While the talk was focused on a down economy when consumers are tightening belts, the general lessens seem equally applicable across the economic spectrum.

Sen used Starbucks as an example where people gladly fork over $3 for a $0.50 cup of coffee due to the unique experience provided. Upon entering a customer is greeted by the aroma of coffee, shelves full of high-end coffee gear, and other customers with whom they self identify. The order is then offered to a “barista” who, standing before an array of complicated machinery, delivers the steaming drink to a high shelf. In this carefully orchestrated experience, Starbucks has recognized the desires and mindset of the customer – something that many businesses fail to do.

Dave Taylor and Allison Taylor Co-hosting at the Startup Junkie Underground

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