Starbucks: Delivering Customer Service
Starbucks began several years ago in a small city in Seattle, WA. Since its inception Starbucks quickly acquired several cafes throughout the state of WA and now Starbucks has cafes worldwide. The success of Starbucks lies with the dedication of providing quality products, a unique atmosphere and a commitment of providing top notch customer service. This article describes the importance of customer service and the endless possibilities to make sure that Starbucks is meeting and exceeding their customers’ needs. It also describes how the organization has evolved during the past few decades and so have their customers. This article will focus on how Starbucks loss track of providing quality customer service because of their increasing sales and how they will try to redirect the company to focus on quality customer service which will in turn create large profits in the long run. Case #1: Starbucks Delivering Customer Service
1. What factors accounted for the extraordinary success of Starbucks in the early 1990s? Several factors accounted for the success of Starbucks in its early days. The first factor was their product. Starbucks was one of the first to create a product with such distinction and the product was sold both in the cafes as well as grocery chains. Another factor was the excellent customer service that they provided and finally, the atmosphere. People came to the café to buy coffee however; they were also drawn in by the atmosphere. Starbucks success rest on the facts that they:
-Started with a good business concept
-thought outside of the box
What was so compelling about the Starbucks value proposition? The most compelling thing about Starbucks value proposition was that Starbucks wanted to create an experience for customers that they could “weave into the fabric of their everyday lives”. This was important for top managers at Starbucks because instead of just having customers...
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