Starbucks: Delivering Customer Service Essay
How can Starbucks increase customer satisfaction while growing at the same time?
Recommended Course of Action
After evaluating each alternative (Exhibit 2), we recommend that Starbucks invest $40 million per year to increase labor hours per store in order to solve the problem with the quality of service. Starbucks should also set up an internal strategic marketing team. This will allow Starbucks to have a proactive feedback of customer satisfaction and hence faster improvement. We also noticed that labor cost is high for Starbucks' North American operations. To keep labor cost at reasonable level, Starbucks should reduce waste in making drinks, keep consistency in drinks, and improving productivity. We recommend …show more content…
Starbucks has focused on various aspects in order to deliver excellent customer satisfaction. The key factor that they need to recognize is that they need to realize how they are serving their customer. Starbucks does have other factors that it ranks high in, but that is only part of the picture. Customer service is the key to Starbucks being recognized as the industry leader in gourmet coffee and coffee drinks for years to come.
Exhibit 1 Situational Analysis
Nature of Demand o Lots of Americans drink coffee o Many people