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StarbucksBrian Monaghan

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Brian Monaghan

on 14 November 2013

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Transcript of StarbucksBrian Monaghan

Ideal Customers
Opportunity to repeat sales

Customer loyalty

Customer Satisfaction creates:
Customer satisfaction creates recommendation.
Terrorists vs. Apostles
The Group
Brian Monaghan
Thomas Mcguinn
Yung Chian Teo
Starbucks Corporation is an American global coffee company and coffeehouse chain based in Seattle, Washington.
From Starbucks' founding in 1971 as a Seattle coffee bean roaster and retailer, the company has expanded rapidly as we will explain in a moment.
Not enough attention given to the small details of the company (Asking a customer
Speed of service
Focused on growth, not the customer
Has the company’s service declined or is it simply measuring satisfaction the wrong way?
The ideal Starbucks customer from a profitability standpoint.
Why have Starbucks’ customer satisfaction scores declined?
The concept of Starbucks

What would it take to ensure that this customer is highly satisfied?
Key factors
Fast service
Valuable customer 75%
Clean store
Friendly staff
Thank You For your Attention
We Would Be Happy To Answer Any Questions



Product quality

Still maintain their promises
Wait time is steadily increasing
Brand Image
Personal Touch
Little image or product differentiation
Full transcript