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Transcript of StarbucksBrian Monaghan
Opportunity to repeat sales
Customer Satisfaction creates:
Customer satisfaction creates recommendation.
Terrorists vs. Apostles
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?
Valuable customer 75%
Thank You For your Attention
We Would Be Happy To Answer Any Questions
Still maintain their promises
Wait time is steadily increasing
Little image or product differentiation