Delivering Customer Service of Starbucks
•Download as PPTX, PDF•
3 likes•1,255 views
Starbucks began in 1971 in Seattle and grew to over 140 stores by 1987, when founder Gerald Baldwin sold the company to Howard Schultz. Under Schultz's leadership, Starbucks established itself as the dominant coffee chain in North America. To drive growth, Starbucks focused on quality products, atmosphere, service, and expanding into high-traffic locations. However, maintaining high customer satisfaction grew challenging as customer needs changed and competitors emerged. Starbucks addressed this through product and service innovations, as well as customer research methods to identify issues and solutions to keep customers satisfied.
Delivering Customer Service of Starbucks
- 1. 1
- 2. 2
- 4. American coffee company and coffeehouse chain. Starbucks founded in Seattle 1971 Schultz joined the Starbuck marketing team 1982 Starbuck founder (Gerald Baldwin, Gordon Bowker, and Ziev Siegl) sold theirs company to Schultz. 1987 Company had 140 stores in Northwest and Chicago 1992 Schultz as Chairman & Chief global, New CEO Orin Smith, Estabilished as dominant in North America 2002
- 8. Product Innovation Launched new product on regular basis 8
- 9. Service Innovation Starbucks’ Stored-Value Card (SVC) T-Mobile Hotspot 9 Starbucks Application
- 10. Customer satisfaction - Changes in customers - Competitors 10
- 11. Problems Rough brand Image Solutions Barista/ Baking Classes Fundraising CSR 53% 61% 2000년 2001년 MAKE MONEY Starbucks cares primarily abou t Building more stores was also up from 48% to 55%.
- 12. Product Innovation Problems Solution Starbucks’ R&D ne eds to make more research to find ne w various products to catch customer satisfaction. 12
- 13. Research Method Mystery Shopper Real Customer Mind SolutionsProblems 13
- 15. 82 Responded 15
- 16. 16 From this case, we could know that Starbucks had some problems to meet customer’s satisfaction. So if Starbucks tries to solve these problems, then we think it can optimize its customer satisfaction.
- 17. 17Reference Starbuck Delivering Customer Service Harvard case http://www.nfcworld.com/2014/06/04/329509/starbucks-korea-lets-customers-place-orders-mobile-phone-countries-follow/
Editor's Notes
- #12: )