Starbucks Case Study

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Background Starbucks was initially formed in 1971 as a small local coffee shop in Seattle, WA. In 1982, Howard Schultz joined the company as a marketing executive; shortly after a trip to Italy, he was set out to implement his vision that would grow the company into a chain of coffeehouses that would become “American’s third place”. In 1992, Schultz decided to take the company public and raise $25 million in the process. By 2002, Starbucks was the dominant force in the specialty coffee-brand arena in North America. At this point, Starbucks was serving over 20 million customers in 5,000 global stores and opening an average of 3 new stores a day. Starbucks was successful mainly due to its ability to meet its value proposition, which consisted of three components: Providing a great coffee, providing great customer intimacy, and providing a great atmosphere. In the early days, Starbucks’ target market were affluent, white-collar patrons (skewed females) between the ages of 25 and 44. But since then, the customer base had evolved to younger, less educated consumers in a lower income bracket. The historical customer profile had expanded to include a large number of Hispanic customers. In late 2002, data presented to Christine Day, Senior VP of Admin, portrayed that Starbucks was not meeting customer expectations in the area of satisfaction. Day was then tasked to derive a solution for this problem. She recommended investing $40 million annually in the company’s 4,500 stores, which would allow each store to add an equivalent of 20 hours of labor per week. The goal of this was to improve speed of service, thereby increasing customer satisfaction. Critical Problem The critical problem for Starbucks was that it was losing sight of its ability to meet its value proposition, which was its core competency. These are explained below. • The Product: Starbucks

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