| The Caffè Nero philosophy is really very simple. Coffee. Atmosphere. Food and service are the key elements to our business and excellence in all four areas is required in order to achieve our aim. We are dedicated to providing our customers with a great cup of coffee and a quality snack in a warm, authentic European coffee house atmosphere served in a friendly manner. Nothing less than this is acceptable. |
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| COFFEE |
| The linchpin of our brand is our coffee. We place great emphasis and expend copious amounts of time and energy on supplying a high quality range of espresso – based coffee. We use a unique Italian blend made up of seven different beans for our house coffee, which is exclusive to Caffè Nero and roasted to our precise specifications. The final product is a richer, stronger coffee flavour than that served by our rivals. |
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| Equal emphasis is placed on the making of great coffee. Every member of our staff has spent weeks training in a classroom and in practical customer service situations, honing their skills in the art of making great espresso. |
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| The result speaks for itself. Our coffee is widely considered to be the best in the UK in terms of quality and flavour. UK coffee consumers for nine years straight have chosen Caffè Nero’s coffee as the best among the major UK brands (Allegra Consumer Report). |
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| ATMOSPHERE |
| Caffè Nero’s aim is to create a continental coffee house atmosphere, meaning a cosy, friendly place to meet up that has something of a buzz about it, rather than a sterile, fast food experience. Our intention is also to be part of and integrate into the local environment and culture. Caffè Nero is a place where customers feel comfortable meeting friends, working on the computer, grabbing a bite of lunch or just relaxing on their own reading the paper. |
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| We have deliberately avoided the formulaic, cookie cutter approach to store design and have instead tried to customise our stores to incorporate local features and the feel of the neighbourhood they are located in. Many Caffè Neros retain their original classic architectural features such as arches, columns, large windows and cast iron staircases, and are furnished with large soft leather armchairs and sofas, all of which help to create a positive space in which to relax. |
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| Music is another important ingredient in our stores. We seek to encourage a tranquil or mellow morning atmosphere, typically playing light classical or opera music before noon. The afternoon picks up tempo with Latin music, jazz or international beats. |
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| Ultimately, much of the atmosphere of a store depends on those who work there and the customers who frequent it. We want richness to our stores, meaning a welcome and inviting feeling for all our customers. Nonetheless, our Frith Street – Soho store at 3am is very different from our Harrogate store at 2pm and our Liverpool Street store in London’s financial district at 8am – and they should be. The same values, goals and offering, but each store should feel like its local community. |
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| FOOD |
| Caffè Nero provides a high quality food offering, which is based on freshness and superior ingredients. Our product range is similar to that of a deli. We serve gourmet handmade sandwiches (including panini, focaccia, and wraps), traditional pastas featuring the recipes of the well – known chef Ursula Ferrigno, soups, pizza, salads, biscotti, fresh pastries, and cakes. We also routinely provide a variety of seasonal and monthly specials, which enables us to constantly refresh our menu. |
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| In order to keep our food offering at a top level, we have a dedicated in – house food development team who are endlessly working on interesting new products. Many of our food recipes are unique to Caffè Nero, and cannot be found elsewhere. Our approach is to use fresh, high quality natural ingredients and to avoid all additives and colourants whenever possible. |
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| SERVICE |
| At Caffè Nero, great people are the key to great service. We have a lot of fantastic people in our organisation. We seek out people with warmth and a positive outlook on life who are customer focused – no matter where they come from (currently we employ individuals from 66 different countries). |
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| Hence, we are dedicated to recruiting and training the right people for our stores. And we pride ourselves on the friendliness of our baristas (the people who make your coffee and serve you), whose aim it is to provide an efficient, welcoming service. The store team is encouraged to talk to their customers, and to get to know the regular’s orders and their preferences. We want to be part of the neighbourhood, not just to serve it. |
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| SUMMARY |
| At Caffè Nero we strive to be the place where you want to go outside of your home and work, a place you feel comfortable in as part of your daily, or weekly or even occasional routine. |
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| Our mission is to provide you with fantastic espresso coffee, fresh quality food, in a warm, inviting atmosphere served by friendly, caring people. If we can do this, we will have created a quality neighbourhood gathering spot. |
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