Delivering Customer Service Contents • • • • • • • Case Summary Company Background The Starbucks Value Proposition Delivering on Service Caffeinating the World Starbucks’ Market Research: Trouble Brewing? Rediscovering the Starbucks Customer • Suggestion Case Summary • > 5% ann. sales growth during 11years in a row (~2002) • close to a recession-proof product (Howard Schultz) • Lack of strategic marketing group and customer relationship management : Overlooking of market and customer-related
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CHAPTER I Introduction Customer service is the provision of service to customers before‚ during and after a purchase. It is a series of activities designed to improve the level of customer satisfaction – that is‚ the feeling that a product or service has met the customer expectation. The significance of customer service may vary by product or service‚ business and customer. Online systems range from simple to complex. A simple online service may be as basic as providing information to researchers
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Dubai bank improves customer satisfaction with CRM Lamiya Williams Baker College of Auburn Hills Information systems MGT 321 Dr. Gigi Smith August 28‚ 20l2 Dubai bank improves customer satisfaction with CRM Discussion Questions 1. What Conditions Brought Dubai Bank to the realization that it could benefit from a CRM system? The complexity of customer’s information systems caused Dubai bank argents frustration in finding information and setting up
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in terms of position on the wheel of retailing versus that of an off-price retailer? Individual Work (35 points) The following assignment allows you to analyze the Mall of America. You will have the opportunity to develop strategies designed to assist the Mall of America in acquiring new customers. Please read the "Mall of America Shopping and a Whole Lot More" case study (pages 313-315). After reading the case‚ please answer the following questions: 1. Why has the Mall of America
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good pace and generating a lot of revenues‚ their customer satisfaction was not what they expected. Starbucks had their customers divided into three types: unsatisfied (42%)‚ satisfied (37%) and very satisfied (21%). It is hard to believe that the customer satisfaction would be low when they were obtaining great results worldwide. Such a high number of unsatisfied clients also meant a shift on the average type of customer for Starbucks. Their new average profile is a younger
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Procedure Read the case study. Your assessor will request that you analyse the data and material presented to make recommendations for changing the customer service processes and culture. Specifically‚ you are required to: • identify Brad’s major customers • prepare a customer service policy for Brad’s business • prepare a standard for handling complaints • prepare a work instruction for handling a complaint • give an example of how you would change an element of the customer service system in response
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CUSTOMER PROFILING OF HYUNDAI i20 AND MEASUREMENT OF SATISFACTION LEVEL JSV HYUNDAI Submitted by: Ishan Chandra BBA A7006409011 MARKETING Under guidance of: MR. AMIT KUMAR SRIVASTAVA Mrs. Rashmi Tripathi ASSISTANT SALES MANAGER SR. LECTURER ABS‚ Lucknow (SUMMER INTERNSHIP REPORT IN PARTIAL FULFILLMENT OF THE AWARD OF FULL TIME BACHELOR IN BUSINESS ADMINISTRATION (2010-11) AMITY BUSINESS SCHOOL AMITY UNIVERSITY UTTAR PRADESH
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Satisfied And Highly Satisfied Customers The story of Starbucks transformation from a small independent coffee shop tucked away in a corner of Seattle’s Pike Place Market to a cultural phenomenon spanning the globe is legendary. A number of factors have been attributed to the success - one being a keen understanding of its patrons. There are multiple methods used to obtain customer information and the value derived therein. Customer lifetime value is one. Customers are assets‚ and their values
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STARBUCKS: DELIVERING CUSTOMER SERVICE Background Case P.1 According to their data‚ Starbucks are not always meeting our customers’ expectations in the area of customer satisfaction. They came up with a plan to invest an additional $40 million annually in the company’s 4‚500 stores‚ which would allow each store to add the equivalent of 20 hours of labor a week. The idea is to improve speed of service and thereby increase customer satisfaction. P.1 Day‚ Starbucks’ senior vice president of
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REPORT ON “BUSINESS PLAN FOR PROVIDING E-SERVICES CUSTOMERS”FOR PROPOSED COMPANY “iA SERVICES” A report submitted to IIMT‚ Greater Noida as a partial fulfillment of full time Post Graduate Diploma in Business Management. Submitted To: DR.D.K.GARG (CHAIRMAN )IIMT Submitted By: ANURAG VISHWAKARMA ENR-BM 18019 BATCH- 18th ISHAN INSTITUTE OF MANAGEMENT & TECHNOLOGY 1A‚ KNOWLEDGE PARK-1‚ GREATER NOIDA ‚ Dt.G.B.NAGAR(U.P.) Website- www.ishanfamily.com E-mail- Ishan_corporate@yahoo.com DECLARATION
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