Scribd
Upload
3K views10 pages

Starbucks Presentation

The document summarizes Starbucks' objectives to increase customer satisfaction and loyalty by improving speed of service. It discusses challenges like services not meeting customer expectations and need to differentiate from competitors. A SWOT analysis notes strengths like quality coffee but weaknesses as high costs and prices. Recommendations include adding labor hours to reduce service time to 3 minutes and establishing a connection between customer satisfaction and business growth.

Uploaded by

akanksha verma
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
3K views10 pages

Starbucks Presentation

The document summarizes Starbucks' objectives to increase customer satisfaction and loyalty by improving speed of service. It discusses challenges like services not meeting customer expectations and need to differentiate from competitors. A SWOT analysis notes strengths like quality coffee but weaknesses as high costs and prices. Recommendations include adding labor hours to reduce service time to 3 minutes and establishing a connection between customer satisfaction and business growth.

Uploaded by

akanksha verma
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 10

STARBUCKS: DELIVERING CUSTOMER SERVICE

By:-
Akanksha verma
GROUP-5 19021141008
Aparna Singh 19021141023
Swayam Avasthi 19021141121
Venushree
Agarwal19021141134
INTRODUCTION

Starbucks, a leading specialty coffee brand and coffee


store chain based in the USA was founded in 1971 by
Gerald Baldwin, Gorden Bowker and Ziev Siegl.

Christen Day was the Vice President of Administration in


North America. Orin Smith was the CEO and Schultz was
the Chairman & Chief Global Strategist.

Objective was to establish itself as most recognized and


respected brand. Biggest drivers of company-retail
expansion and product innovation.
OBJECTIVE

 Successfully find ways on how Starbucks can


increase customer satisfaction that would further
build customer loyalty.

 Effectively find ways in allocating the cost of


improving the speed of service .
CHALLENGES

The central issue around which all the problem lying


is that “company services are not meeting customers
expectations”.

How to differentiate starbucks form competitors ?

Should the company roll out 40$ million plan


reducing the serving time under 3 minutes?

How to link the customer satisfaction to increase in


sales & profitability?
SWOT MATRIX
STRENGHT

 High quality coffee

 Global coffee brand

 Product diversification

 Well trained employees and good service


WEAKNESS

High cost

High price

Customers satisfaction does not meet


customers expectations.
OPPORTUNITY

Expand the supplier network

Strongly growing U.S. specially coffee market

Cooperation partners to help retailing products


through various channels

It was far from reaching saturation levels in many


geographical markets and different retail channels
THREATS

 The rising of raw materials ( coffee beans,


milk)

 An increasing cost of training skilled baristas


due to increasing types of coffee

 Negative publicity ; high speed expansion


brought some negative influences
RECOMMENDATION

 Relax labor-hour controls in the stores to add an additional 20


hours of labor, per week, per
store, at a cost of an extra $40 million per year.

 Need to bring service time down to three-minute level, regardless


of the time of day which will
increase customer satisfaction and build stronger long term
relationships.

 Poll results showed that Starbucks needs to have friendly staff,


faster service and better offers
for loyal customers.

 Establish connection between satisfying customers and growing


the business
THANK YOU !

You might also like