Starbucks Delivering Customer Service Case

cks Delivering Customer Service Case

Nova Southeastern University

H. Wayne Huizenga School

of Business & Entrepreneurship

Assignment for Course: | MKT 5070 |

Submitted to: | Dr. Russell Casey |

Submitted by: | Melissa Kweller |

| N01278756 |

| 3055 River Place Cove #205, Oviedo, FL 32765 |

| (407) 563-8996 |

| (407) 489-7430 |

Date of Submission: July 15, 2011

Title of Assignment: Starbucks Case Analysis

CERTIFICATION OF AUTHORSHIP: I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledged and disclosed in the paper. I have also cited any sources from which I used data, ideas or words, either quoted directly or paraphrased. I also certify that this paper was prepared by me specifically for this course.

Student's Signature: Melissa Kweller, Rozina Merritt_________

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Starbucks Delivering Customer Service Case Analysis

Melissa Kweller

Rozina Merritt

Nova Southeastern University

Executive Summary

Opportunity

Competition between companies is at an all time high, including coffeehouses. Customer Service is a valuable factor in operating a company. The management of Starbucks knows that the expectations of customer’s will not always be met, so plans are implemented to improve customer service. Feedback of customers and analysis of competition’s operations is vital for Starbucks in creating a marketing plan to satisfy customers and staying profitable at the same time.

The Concept

Starbucks had one of the lowest turnover rates amongst employees and even lower for managers demonstrate that those who work for Starbucks are dedicated to the company and its vision. The company is always looking for ways to bring turnover down further: this will not only decrease turnover rates, but develop a better relationship between employees and...