1. Starbucks: Delivering Customer Service
Group 5
Anis Desai, Ankush Huddar, Gaurav Vaish
Jeet Bhatt, Kislay Kumar, Sidharth Utreja

2. Starbucks Story in Brief
1971 1982-85 1987 1992 2002
5,000 Stores
140 Stores 20 Million
Customers
Schultz took US, UK
over the Schultz takes
Starbucks Japan, Mexic
company o
Howard and opened Public
Schultz new stores
Joined and
Initiated
Specialized the Coffee
Coffee Bean Bar Culture
Store

3. Product Portfolio
Coffee Based Hot Equipment &
& Cold Beverages Accessories
Merchandise, Ap
Specialty Teas
parel & Music CDs
Industrial / Office
Whole Beans
Equipment
Pastries, Sodas, S Off the Shelf
alads, Sandwiche Bottled Drink -
s Frappuccino

4. Value Proposition & Success in 90’s
 Use of well sourced and quality coffee beans &
teas
 Personalized service & attention to details
 Experience & Compelling Ambience to linger
 The ‘Third Place’ concept
 Accessibility & reach
 Innovation through Holiday Drinks and scope for
customization
 Strategic locations (Offices/ Universities/

5. Value Proposition & Success in 90’s
Hidden Factors…
 Employee satisfaction & Low turnover
 Scope for growth within the organization
 No questions asked policy
 Importance to ‘Hard Skills’ & ‘Soft Skills’
BRAND
IMAGE
Easily Accessible Service Oriented-Specialty
Coffees

6. Customer Satisfaction Levels
 Parameters Used By Starbucks (Exhibit 6):
 Service
 Cleanliness
 Product Quality
 Speed of Service
 Actual Symptoms
 Decreasing customer retention
 Difference in perception among old and new customers
 Change in customer base …. new customers
 Change in preferences (Table A)
 Cannibalization
 Economic Downturn

7. Thank You