Starbucks: Delivering Customer Service

Problem statement: Recent commercialise research has revealed that Starbucks is non meeting lymph node expectations in the atomic number 18a of node satisfaction. Starbucks must come up with a plan to tooshie specific aras 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 discover from the recent commercialize research conducted showed that Starbucks: * Was perceived as a corporate giant primarily concerned with growth. * Attracted a new-fashioned breed of younger, less well-educated, lower income, less ofttimes visit clients. * Was not meeting guest 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 increas e sales and profitability. Customers: The demographics of a ingrained 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 reality 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. dapple of land many factors influenced customer satisfaction, overall armed advantage and sp eed of service were identified as the most i! nfluential. competition: Starbucks was clearly ahead of its competitors in terms of size of operations and profitability. In the US, Starbucks competed against: * Regional diminished rarity coffee gyves like Caribou Coffee * numerous independent specialty coffee shops * Donut and bagel chains like Dunkin Donuts come with: Starbucks pursued its overall objective... If you want to get a in force(p) essay, order it on our website: OrderEssay.net

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