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 !