Starbucks: Delivering Customer Service

Problem statement: Recent commercialise research has revealed that Starbucks is non meeting guest expectations in the atomic number 18a of node satisfaction. Starbucks must come up with a plan to channelize specific argonas of alterment place in the research to improve sales while retentiveness the potential impact on bottom line to the minimal. Situation synopsis: Key results that stood show up from the recent market research conducted showed that Starbucks: * Was perceived as a corporate giant primarily concerned with growth. * Attracted a recent breed of younger, less well-educated, lower income, less ofttimes visit nodes. * Was not meeting customer expectations in terms of customer satisfaction. Senior Management at Starbucks have the task of analyzing the results of the market research to understand the real reasons behind this fall in customer satisfaction levels and developing a plan to positively impact these statistics and ultimately increase sales and p rofitability. Customers: The demographics of a congenital customer at Starbucks have changed drastically from its early days. Newer customers are younger, less well-educated, earned less, visited the coffeehouse less often and had in truth different perceptions of the Starbucks brand than those that were regulars who had been customers for a longer time. The historical customer profile of an affluent, white-collar female aged between 25 and 44 had expanded and reflected the market realities of a multicultural population.

A typical customer visited Starbucks five times a month. temporary hookup of land many fact ors influenced customer satisfaction, overal! l armed usefulness and speed of service were identified as the most influential. arguing: Starbucks was clearly ahead of its competitors in terms of size of trading operations and profitability. In the US, Starbucks competed against: * Regional diminished distinctive feature coffee bondage like Caribou Coffee * numerous independent specialty coffee shops * Donut and bagel chains like Dunkin Donuts federation: Starbucks pursued its overall objective... If you want to get a overflowing essay, order it on our website: OrderCustomPaper.com

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