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Action Items & Key Insights from Marcus's Handoff
Urgent Action Items
- Submit Q3 report to Dana by end of month (find template she sent)
- Resolve IT ticket #4521 - push notifications broken
- Call vendor about app redesign quote
- Fix birthday rewards auto-send (talk to Jennifer for manual workaround in the meantime)
People to Connect With
- Dana (boss) - supportive, under pressure from leadership
- Jennifer (ops) - knows where everything is
- Priya (analytics) - can pull any data needed
- Marcus Jr. (downtown barista) - good customer perspective
Key Insights
Why the program isn't working
- People sign up because baristas ask them to — not because they're excited
- They download the app once and forget it exists
- Points don't motivate until someone is close to a reward
- Tier names (Trailblazer, Explorer, Summit) mean nothing to customers
- Overall vibe: "fine" — not bad, not good. That's the problem.
What to investigate
- Old campaigns folder — some ideas may be worth salvaging
- 4 months of customer feedback in
customer-feedback/ - Competitor research on Starbucks, Dutch Bros, Peet's in
competitor-research/ - Raw data in
member-data-summary.csv(detailed data: ask Priya)
Interesting Idea Worth Exploring
"What if we helped people find their coffee personality? Like a quiz or something. 'Are you a bold espresso person or a smooth latte person?' Could be fun."
Marcus mentioned this twice — once in the notes and again in the P.S. Might be worth exploring.