Customer experience is a moment that is created between two individuals, where a desire meets a craft. Not everyone gets it right every time, but it’s an opportunity to create a moment with another human being as a stimulation for a long-term relationship. Lance Risser, VP of Southwest Field Operations and Levi Ayriss, VP of Northwest Field Operations at Dutch Bros. Coffee, came on this episode of The Customer Experience podcast to walk us through how to meet customers where they’re at in life and keep your core while expanding rapidly. What we talked about: Why coffee is what Dutch Bros. does—but it’s not who they are How to grow fast and maintain your culture Several books in the Dutch Bros. resource library The Optimist Creed How to balance high-volume sales and a deeply personal customer experience Resources we talked about: Raving Fans and The Servant Leader by Ken Blanchard QBQ! The Question Behind the Question by John G. Miller The Power of Moments by Chip and Dan Heath The Optimist Creed Si Casa Flores in Grants Pass, OR Chick-Fil-A