Starbucks Case Essay

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Linh Vu 1) What factors accounted for the extraordinary success of Starbucks in the early 1990ies? What was so compelling about Starbucks’ value proposition? Describe Starbucks product.
 - The long time vision: Starbucks created a chain of coffeehouse that would become American’s “third place” besides home and work. A place where they could go to relax and enjoy others, or just be by themselves.
 - The coffee itself: Starbucks worked directly with growers in various countries of origin to purchase green coffee beans, oversaw the custom-roasting process for the company’s various blends and single-origin coffees, and it controlled distribution to retail stores around the world.
 - The service: Starbucks created an uplifting experience every time you walk through our door
 - The atmosphere: Starbucks created the atmosphere with seating ares to encourage lounging and layouts that were designed to provide an upscale yet inviting environment for those who wanted to linger
 - Channels of distribution: Starbucks stores located in high-traffic, high-visibility settings. Starbucks provided variety of pastries, sodas, and juices, along with coffee-related accessories and equipment, music CDs, games, and seasonal novelty items. It also sold coffee products through non-company-operated retail channels.
 - “Partners:” All Starbucks employees were called “partners.” Starbucks believed a partner satisfaction leads to customer satisfaction so it had a generous policy of giving health insurance and stock options to even the most entry-level partners. As a result, the company had the lowest employee turnover so the training process was reduced as much as possible to lower resources’ waste for the process. ! 2) Were there any changes in customer satisfaction levels and company’s ability to provide outstanding customer experience (2002 compared to 1992)? What happened to baristas’

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