This post is part of our Battle of the Brands feature. Let us know which brand you prefer, and watch out for more Battle of the Brands posts.
I took my son to his spring-break baseball camp this morning in Lakeland, Florida. After dropping him off I drove past a Dunkin' Donuts: Hey I worked out yesterday -- I'm going in. I had a nice conversation with the clerk, Ralph. Ralph, I ask, do your customers ask you for a choice of coffee flavors? Ah, no, he says, just small, medium and large. Wanna a donut, they're fresh? Sure, I ask for a chocolate glazed, please, with a medium coffee. Do you sell CDs or popular, theme-oriented books here? Huh? No, he says, just the donuts and three coffees: small, medium, or large. The guy in line behind me urged me to hurry up -- he was hungry. I moved out of the way as he ordered four different donuts. Being a social kind of guy, I asked him if he was going to a meeting and bringing the goodies? No, he says, these are for me, my breakfast. OK, I got that.
Dunkin' Donuts and Starbucks: Milk and sugar vs. non-fat lattes. The success of the two is enviable, yet their customer base is quite different. Dunkin' Donuts serves, in general, millions of blue-collar workers with scrumptious, made-that-morning donuts in several varieties. The coffee is actually quite good, but Dunkin' Donuts is not known for its ambiance or as a place to sit and work on your laptop. It's buy the donuts, thank you, and move on. The donuts are delicious and addictive. My guy Ralph even suggested they need a rehab facility for Dunkin' Donut addicts. He explained that he has about 350 regular customers. He defined regulars as "people that are in at least four or five times per week, every week. I even know their vacation schedules!" Now, that's loyalty.



