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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National Geographic Cover Features Afghan Girl: In December 1984‚ Afghanistan was five years into a bloody civil war between the Soviet Union‚ which sought to maintain a Marxist government there‚ and anti-government Islamic rebels called mujahedeen. Millions of refugees were pouring over the borders into Pakistan to escape the fighting. National Geographic photographer Steve McCurry was in the region for a story on the refugee crisis. While touring a refugee camp on the Afghanistan-Pakistan
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unit Deliver and monitor a service to customers (BSBCUS301A). Work through the information to learn about: * keeping an eye on customer needs * delivering service to customers * monitoring the quality of service that employees deliver to customers * reviewing customers’ satisfaction and suggesting ways to improve the quality of service. Knowing your customers Customers can be described as external and internal customers. Your organisation may have corporate customers and individual members
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The team-based organizational structure emerged during the 1990s and was implemented by large corporations such as Ford‚ Proctor and Gamble and General Motors due to its success‚ according to allbusiness.com. The team-based organizational structure was able to address various issues within larger organizations such as internal and interdepartmental communication. It is now a widely used structure in large and small businesses. Definition Team-based organizational structure is the use of various
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Division for export of agri-commodities 2000 • Lifestyle Retailing business with the Wills Sport • ITC Infotech India Limited 2005 • entered the Personal Care Business 2010 • launched its handrolled cigar • Sunfeast Yippee Product Profile Branded Apparel Hotel Cigarettes Incense sticks Personal care Safety Matches Agricultural Industry Information Technology Paper Boards Packaged Foods Stationery Branded Package Food
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UPS in 2006 Customer Service and CRM Initiatives Case study Reference no 506-163-1 This case was written by Mridu Verma‚ under the direction of Kaushik Mukerjee‚ ICFAI Business School‚ Pune. It is intended to be used as the basis for class discussion rather than to illustrate either effective or ineffective handling of a management situation. The case was compiled from published sources. © 2006‚ ICFAI Business School‚ Pune. No part of this publication may be copied‚ stored‚ transmitted
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Section 1 – Understand methods of communication with customers 1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations. Situation Methods of communication 1. IT department was doing a project over summer to upgrade some older PC’s in around different departments. When Staff came back to work after break there was some complaints of no printers being connected and also lost documents
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implicating that Starbuck is not always meeting customer’s expectations in the area of customer satisfaction. The purpose of this memo is to analyze and provide recommendation on whether or not the company should go forth with a $40 million investment in additional labor in the stores. This $40 million investment is necessary in order to bring service time down to a three-minute interval and ultimately increase customer satisfaction. A marketing strategy and corresponding recommendation will be provided
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Growth Analysis on Starbucks Ansoff Matrix Market Penetration | Product Development | Market Development | Diversification | Starbucks have achieved market penetration by promoting its products in many ways. Their promotion allows Starbucks product to be known all around the US. They are constantly improving their products and making new coffee flavors to give the consumers different choices at he moment of ordering. Their USP‚ which is quality‚ makes the costumer’s loyalty to the brand
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