Starbucks: Delivering Customer Service

Problem statement: Recent market research has revealed that Starbucks is not meeting customer expectations in the area of customer satisfaction. Starbucks must come up with a plan to target specific areas of improvement identified in the research to improve sales while keeping the potential impact on bottom line to the minimal. Situation analysis: Key results that stood out from the recent market research conducted showed that Starbucks: * Was perceived as a corporate giant primarily concerned …

…on Starbucks' customer-centric culture. Implement reward systems to recognize high quality service. Increase Customer Snapshot surveys to measure quality of service. More operating efficiencies can be achieved by simplifying beverage preparation process for most drinks through automation. Implementing corporate social responsibility programs will not only have a positive influence on communities and the environment but also change the 'corporate giant' image of Starbucks. This will also help foster a sense of company pride among partners.