Skip Nav

Starbucks: Delivering Customer Service

Case study analysis

❶By continuing to use this website, you agree to their use. Copying is only available for logged-in users.

Get Full Essay

Download from The Case Centre
Starbucks: Delivering Customer Service Marketing Case Description
Who can edit:

Starbuck employees are called "partners. They have one of the lowest employee turnover rates which prove that Starbucks cares about their employees. They have a goal to make the positions of their "partners" a lifetime job. Each year from , Starbucks was profitable. No structure around marketing; very little image or product differentiation; Employee efficiency;.

At the time of this article Starbucks did not have an official strategic marketing department even though they were considered one of the world' most effective marketing organizations.

They were good at measuring things and collecting marketing data, but they were not disciplined when it came to using the data to drive decision making. Once the newly established marketing team took notice it discovered several things.

One of these things was that there was very little image or product differentiation between Starbucks and the smaller coffee chains. Now Starbucks could begin making some changes based on the new found data that they were actually paying attention to now. But imagine how much more successful they could have been if only they had come to this realization a lot sooner?

When it comes to efficiency Starbucks has a goal of a 3 minute wait time from the time you get in line till the time you get your coffee. By achieving this goal Starbucks will have more satisfied customers. Product innovation will always be an opportunity in my opinion.

No matter what a company needs to stay innovative in order to be successful and change with the needs and wants of its customers.

For Starbucks, they launched a new flavor during the holidays each year I know I look forward to what new flavor they will have. Next they introduced a non-coffee-based line of Frappucino beverages good market towards those non-coffee drinkers.

Continuing to offer new products and making changes is key. Currently they offer a variety of products from their famous coffee to tea, to pastries, oatmeal and in some locations sandwiches and salads. Starbucks has begun to become service innovative. They launched a stored-value card SVC which is a pre-paid card.

More than 6 million cards had been issued in less than one year. This type of card makes a great gift. Youngme Moon ; John A Quelch. Customers will need to be registered on the Harvard Business Publishing website in order to view the video. Profitability ; Market research ; Customer retention ; Customer service. This case is accompanied by a Video Short that can be shown in class or included in a digital coursepack.

Instructors should consider the timing of making the video available to students, as it may reveal key case details. Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service.

To increase customer satisfaction, the company is debating a plan that would increase the amount of labor in the stores and theoretically increase speed-of-service.

United States , , USD3. View our pricing guide or login to see prices. The Case Centre is dedicated to advancing the case method worldwide, sharing knowledge, wisdom and experience to inspire and transform business education across the globe.

Downloading prezi...

Main Topics

Privacy Policy

Starbucks Delivering Customer Service Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. If you continue browsing the site, you agree to the use of cookies on this website.

Privacy FAQs

Starbucks: Delivering Customer Service Starbucks is a major specialty-coffee brand in North. Recent market research has indicated that the service level of Starbucks is currently not meeting the expectations of customers.

About Our Ads

Analysis of Starbucks Delivering Customer Service - Free download as Word Doc .doc), PDF File .pdf), Text File .txt) or read online for free. Response to HBR case article "Starbucks: Delivering Customer Service"4/4(5). Recommendation Starbucks: Delivering Customer Service Customer Service Mission Customer Intimacy Customer Satisfaction - Hard Skills - .

Cookie Info

Access to case studies expires six months after purchase date. Publication Date: July 31, The case 'Starbucks: Delivering Customer Service' is accompanied by a Video Short - available only to. Starbucks prided itself in providing the highest quality product with excellent customer service and the brand strategy of shifting coffee house experience into “third place.” A place between home and work where people could read by themselves or meet with friends while drinking the best specialty drinks in the country.