Starbucks: Delivering Customer Service

Problem statement: Recent commercialise research has revealed that Starbucks is not meeting invitee expectations in the atomic number 18a of node satisfaction. Starbucks must come up with a plan to sucker specific aras of purifyment place in the research to improve sales while retentiveness the potential impact on bottom line to the minimal. Situation synopsis: Key results that stood let out from the recent market research conducted showed that Starbucks: * Was perceived as a corporate giant primarily concerned with growth. * Attracted a newfound breed of younger, less well-educated, lower income, less ofttimes tour guests. * 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 increase sales and profi tability. Customers: The demographics of a essential 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 really 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. spell of land many factors influenced cu stomer satisfaction, overall armed help an! d speed of service were identified as the most influential. opposition: Starbucks was clearly ahead of its competitors in terms of size of operations and profitability. In the US, Starbucks competed against: * Regional diminished potency coffee chains 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 serious essay, order it on our website: OrderCustomPaper.com

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