Starbucks: Delivering Customer Service

Submitted ByN V Jagadeesh Kumar T15DM016

1. what factors accounted for the extraordinary success of starbucks in the early 1990s? what was so compelling about the starbucks value proposition? what brand image did starbucks develop during this period?

factors accounted for the extraordinary success of starbucks in the early 1990s

Untapped Market

Third place in their lives

Target Customers

New flavoured coffees

Good Quality Products

Starbucks Value PropositionLive Coffee Mantra

People come for the coffee

customer intimacy

Starbucks Brand ImageBest quality coffee in the world

Best quality service

1. what factors accounted for the extraordinary success of starbucks in the early 1990s? what was so compelling about the starbucks value proposition? what brand image did starbucks develop during this period?

2.Why has Starbucks’ customer satisfaction scores declined? Has the company’s service declined, or is it simply measuring satisfaction the wrong way?

customer satisfaction scores declined :

Change in customer Profile

Difference in customer behaviour

Has the company’s service declined, or is it simply measuring satisfaction the wrong way:

Company service has decline, because speed of delivery has decreased.

They are measuring satisfaction wrong way because there is a difference between the customer expectations and the attributes through which the satisfaction is measured

2.Why has Starbucks’ customer satisfaction scores declined? Has the company’s service declined, or is it simply measuring satisfaction the wrong way?

3.How does the Starbucks of 2002 differ from the Starbucks of 1992?

Increase in the number of stores

Speed of delivery

Manual to Automation

Variations in the products

Customer satisfaction

Thank You