Running head: STARBUCKS CASE ANALYSIS Starbucks Case Analysis: Delivering Customer Service Abstract Headquarted in Seattle‚ Washington‚ Starbucks is the dominant brand as the provider of premium coffee beans‚ coffee-based beverages‚ and non-caffeinated beverages. Starbucks opened its first location in 1971 at Pike Place Market in Seattle. Starbucks’ main proposition is to create an “experience” around the event of drinking coffee that its consumers would incorporate into the routines of
Premium Starbucks Coffee
1. What factors accounted for the extraordinary success of Starbucks in the early 1990’s. What was so compelling about the Starbucks’ value proposition? What brand image did Starbucks develop during this period? Factors: • Environment/atmosphere • Quality of the product • Customer Service • Employee satisfaction • Specific demographic targeting • An almost untapped market Value Proposition: • The customer (and customer service) above all else. • Coffee drinking as an experience
Premium Customer service Customer Coffee
Focus groups are a prominent method of enquiry‚ regularly used within the field of social science and in particular‚ qualitative research. The focus group practice involves a number of participants having an open discussion on a specific topic‚ set by a researcher. The researcher acts as a moderator to aid discussion by using probes to collect desirable data. This process is recorded and transcripts are used to interpret and analyse given information. Carson et al (2001‚ p.114) refers to focus
Premium Scientific method Qualitative research Research
Content Analysis of Focus Group Data Jeff Zacharakis‚ Marie Steichen‚ and Gabriela Diaz de Sabates‚ Kansas State University Dianne Glass‚ Kansas Board of Regents ABSTRACT In this qualitative research study‚ we sought to better understand the experiences of adult learners in adult education centers. We conducted eight focus groups with 104 adult education students from 25 adult learning centers. Five groups were made up of English-speaking ABE students; learners in the three ESL groups spoke Spanish
Premium Focus group Qualitative research College
objectives‚ please see Appendix A. 1. Primary Qualitative Research 1.1 Methodology The qualitative research for this project included both focus group and in-depth interviews. All participants were females since that is the demographic towards which Rocco is catered and included both some of its existing and potential consumers. Each focus group and set of interviews was divided according to four different age segments: those under 20 years old‚ those in their twenties‚ those in their thirties
Premium Research Scientific method Management
Delphi Technique vs Focus Groups Delphi Technique The Delphi Technique begins with the development of a set of open-ended questions on a specific issue. These questions are then distributed to various ‘experts’. The responses to these questions are summarised and a second set of questions that seek to clarify areas of agreement and disagreement is formulated and distributed to the same group of ‘experts’. Advantages of Delphi Technique. Delphi Technique: • Is conducted in writing and does
Premium Social psychology Group development Psychology
Case Brief- Starbucks: Delivering Customer Service Introduction Starbucks is a successful premium coffee retailer. Its target market sets as well-educated‚ white- color patrons between the ages of 25 and 44. There are three components of the brand‚ live coffee‚ service‚ and atmosphere. However‚ its brand image is losing while they focus on retail expansion. SWOT analysis [pic] Define the problem Starbucks loses its original image for target and customer satisfaction. Identify the alternatives
Premium Marketing Coffee Customer service
Why have Starbucks satisfaction scores declined? Has the company’s service declined or is it simply measuring satisfaction the wrong way? Based on the data in the case‚ we can’t conclude if the company’s service is declining or is there is an error in measuring satisfaction the wrong way. What is clear though is the fact that the customer perception‚ customer’s attitude and the overall differentiation of the Starbucks brand have declined. It is possible that competition‚ shift in customer demographics
Premium
Preliminary Starbucks – one of the fastest growing companies in the US and in the world - had built its position on the market by connect with its customers‚ and create “third place” beside home and work‚ where people could relax and enjoy others or themselves. It was the motto of Starbucks’ owner Howard Schultz and mostly thanks to his philosophy; company has became the biggest coffee drink retailer in the world. However‚ within the new customer satisfaction report‚ there is shown some concerns
Premium Coffee Starbucks Customer service
2014 The Norm Starbucks Starbucks currently serves over sixty million customers a week (Two Extraordinary Brands). Almost every American loves to wake up to a fresh cup of coffee to get their morning started. Out of all of the people that drink coffee‚ Starbucks is the most highly chosen coffee shop out of all the others. Some wonder why people are so addicted to Starbucks? People love the atmosphere‚ it’s a daily routine‚ and it has a variety of selections to choose from. Starbucks has become a
Premium Coffee Espresso