Introduction: Starbucks faces a difficult and controversial management challenge. The company’s most recent market research has revealed unexpected findings implicating that Starbuck is not always meeting customer’s expectations in the area of customer satisfaction. The purpose of this memo is to analyze and provide recommendation on whether or not the company should go forth with a $40 million investment in additional labor in the stores. This $40 million investment is necessary in order to bring
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A531. Footscray Park Phone: 99194616 Email: hafizul.islam@vu.edu.au Welcome to BHO2259 Product and Services Innovations Dr. Hafizul Islam BHO2259 About Product and Services Innovations (PSI) Development‚ innovation and commercialization of new products and services is crucial About Product and Services Innovations (PSI) New products and services are developed Existing products are revised and innovated Explore new market opportunities Exploit existing market opportunities
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Starbucks: Delivering Customer Service Starbucks: Delivering Customer Service The elusive goal of customer satisfaction has long provided companies with endless headaches and difficult decisions. In the end‚ associating specific customer satisfaction metrics to company profit and loss would provide the undeniable proof needed to make changes‚ and then invest the required capital to address any concerns. Starbucks‚ not unlike the rest of the business world‚ has found itself in the same situation
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CASE ANALYSIS Starbucks: Delivering Customer Service MARKETING-II DATE OF SUBMISSION-19.11.2012 SUBMITTED BY:- SECTION-C‚ GROUP 13: Abhijit Das- 2012PGP005 Ashwin Vijayan- 2012PGP073 Kumar Abhishek- 2012PGP178 Payal Anand- 2012FPM10 Rajat- 2012PGP292 Sumit Bapuji Gedam- 2012PGP382 Vikash Kumar- 2012PGP438 Situational Analysis Customers: Affluent‚ well-educated‚ white-collar patrons(skewed female) between the ages of 25 and 44 Most loyal customers visit Starbucks as often as 18 times a month
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신제품마케팅 조별 사례 발표 Starbucks : Delivering Customer Service Contents • • • • • • • Case Summary Company Background The Starbucks Value Proposition Delivering on Service Caffeinating the World Starbucks’ Market Research: Trouble Brewing? Rediscovering the Starbucks Customer • Suggestion Case Summary • > 5% ann. sales growth during 11years in a row (~2002) • close to a recession-proof product (Howard Schultz) • Lack of strategic marketing group and customer relationship management : Overlooking
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Starbucks: Delivering Customer Service Starbucks is dominant coffee brand in North America‚ which also is well-known worldwide. Established in 1971 as coffee shop oriented to a niche of coffee purists‚ in late 1980’s it turned to be a constantly growing chain of stores that sold whole-beans and premium-priced coffee to mostly affluent‚ well-educated customers. In years 1992-2002 company was showing at least 5% annual growth. And by 2002 Starbucks was serving already 20M customers in 5886 stores
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The growth in services has also been accompanied by the rising share of services in world transactions. Not only has the services sector grown in terms of its share in global output and employment‚ its share in total trade has also grown rapidly in this period. The growing importance of services sector and the corresponding rise in its role in integrating the world economy has led to a stream of literature that examines different aspects of trade in services. The service production process is much
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Lifetime Value For Unsatisfied‚ Satisfied And Highly Satisfied Customers The story of Starbucks transformation from a small independent coffee shop tucked away in a corner of Seattle’s Pike Place Market to a cultural phenomenon spanning the globe is legendary. A number of factors have been attributed to the success - one being a keen understanding of its patrons. There are multiple methods used to obtain customer information and the value derived therein. Customer lifetime value is one. Customers
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PROBLEM STATEMENT Starbucks has discovered that they are not always meeting their customers’ expectations in the area of customer satisfaction. Starbucks has to come up with an action plan to address this issue‚ considering its significant correlation and impact to sales and profitability. SITUATION ANALYSIS Company Starbucks is acclaimed for its superior value proposition in the early 1990’s by creating an experience around the consumption of coffee‚ a ‘third place’. The brand is positioned
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SUMMER TRAINING PROJECT REPORT ON SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT OF BACHELOR OF BUSINESS PRODUCTS & SERVICES |TRAINING SUPERVISOR |SUBMITTED BY:- | | |GURPREET SINGH | |( BRANCH SALES MANAGER) |ENROLLMENT
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