Dunkin Donuts Case Study

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1.1 Dunkin' Donuts Case Study 1. How does Dunkin Donuts build long term customer relationships? Dunkin’ Donuts has been operating as a chain restaurant for nearly sixty years. Dunkin Donuts was able to build long term customers by sticking to their original values. They have stuck to their values by providing the consumer with a great customer service experience with ease of access and affordability. Dunkin’ Donuts puts quality control first by doing this; they are able to provide a consistent cup of coffee at any location. Through the years Dunkin’ Donuts have expanded nationally and globally. Dunkin’ Donuts also has added new flavors of coffee such as the Coolata and Cappuccinos. Dunkin’ Donuts was able to adapt to the new generation of coffee consumers but have kept it simple while doing so. They have continued to give the customer the value that they were looking for. 2. What is Dunkin’ Donuts’ value proposition? Dunkin’ Donuts value proposition promise to offer fresh food, fast and to offer more choices, served quickly in a quality way. That means lots of innovative new products, served fresher and faster than ever before. 3. How is Dunkin’ Donuts growing its share of customers? Dunkin’ Donuts is growing its share of customers by adapting. They do blind test and also listen to customer inputs when developing new products. Dunkin’ Donuts also has made new drinks and offers a variety of sandwiches other than just donuts and coffee. Another way that Dunkin’ Donuts have been growing its share of customers is by creating partnerships with stores such as Home Depot and stop and shop marketplaces, to allow customers to enjoy both coffee and donuts where they are buying their foods. Dunkin’ Donuts has also introduced prepackaged coffee in these stores. Dunkin’ Donuts also started working with sister company Baskin Robins to create coffee flavor ice

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