Analysis of Starbucks Delivering Customer Service At the current moment, Senior VP of Administration Christine Day is contemplating howshe will pitch her plan to improve Starbucks’ customer satisfaction scores. On paper, thecompanies self imposed “snap shot” program of mystery shoppers paints a picture thatthe stores are operating effectively in the areas they feel drive customer satisfaction.However, recent surveys have revealed that the company’s perception of what drivescustomer satisfaction
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Starbucks: Delivering Customer Service Starbucks achieved great success early on when Howard Schultz implemented a plan which was based on the coffee culture that was prevalent in Milan, Italy. His goal was to create a chain of coffee houses that would become a “third place” for people to go to relax and enjoy the company of others that was different from their homes or places of work. Starbucks’ brand strategy was highlighted by its mantra of “live coffee”. This mantra was used to help create
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and what is exactly important to them. A Company such as Starbucks expresses their key beliefs and values daily. Starbucks managers use this concept to understand the hidden aspects of organizational life. Starbucks, being an organization that deals with internal and external problems daily rely on these elements to cope with them. Starbucks visible values are well embedded with the company when you think of this organization. The Starbucks Logo is well known throughout and represents a green twin-tailed
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MEMORANDUM Date: May 28, 2011 To: VJ Mirsa, Manager From: Ericka Bell, Dionne Blackwell, Steven Harper, Thomas Lentz, and Paul Breen Re: Roasted Delivery – A New Starbucks SBU Product Line INDUSTRY OVERVIEW The coffee industry is one of the fastest growing industries in the world with an annual growth rate of 7% (Griffin, 1999). As of 2011 Americans consumed approximately 400 million cups of coffee per day, which is equal to about 146 billion cup of coffee per year. When put into the
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Starbucks: Delivering Customer Service In late 2002, Christine Day, Starbucks’ senior vice president of administration in North America, sat in the seventh-floor conference room of Starbucks’ Seattle headquarters and reached for her second cup of toffee-nut latte. The handcrafted beverage—a buttery, toffee-nut flavored espresso concoction topped with whipped cream and toffee sprinkles—had become a regular afternoon indulgence for Day ever since its introduction earlier that year. As she waited
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2002, it served 20 million unique customers in 5000 stores across the globe • Sales had a CAGR of 40%, while Net Earnings had a CAGR of 50% Key people in the CASE: * VP of Administration in North America: Christine Day * CEO: Orin Smith (A Harvard MBA who joined 1990) Chairman * Chief Global Strategist: Schultz CRM SECTION A 2 3. Problem Statement Starbucks failed to meet customer expectations and deliver satisfaction thereby losing customer loyalty whether to invest the $40 million
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Starbucks Case Assignment Questions 1. What was Howard Schultz’s original strategic vision for Starbucks? Is his 2010 strategic vision for Starbucks different from the one he had in the 1980s? How many times has his strategic vision changed? Is his present strategic vision likely to undergo further evolution? Howard original strategic vision was to allow Starbuck to become a national company with values and guiding principles that employees could be proud of. Schultz management ideas was
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Marketing II Case Analysis Starbucks: Delivering customer service Protagonist The protagonist in this case is, Christine Day, Senior Vice President of administration in North America. Though Starbucks was growing year on year, but she was not feeling comfortable since the market research showed that Starbucks was falling short of meeting customer expectations. Situational Analysis Starbucks is at present the market leader
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Planet Starbucks: Caffeinating the World Starbucks successfully operated in North American based on its expansion and its unique experience it offered its customers. The success first lies in its size and locations. Starbucks has approximately 6, 294 coffeehouses in North America alone. Many of Starbucks locations in North America are spotted in company owned stores like: high traffic, high- visibility settings such as retail centers, office buildings and university campuses. It also sells products
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Starbucks Corporation: Case study in Motivation This case study concludes that motivation plays an important role at Starbucks Corporation, as it draws in consumers’ attention globally to change their mind about coffee. This has built up the company’s policy to a success level. The key factor to their success is motivation, but to motivate others we need to motivate ourselves. This is demonstrated in the company by building a good strong relationship between managers and employers resulting in
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