Customer Relationship Management Starbucks Corporation

EXECUTIVE SUMMARY This text file included a survey approxi partner offly Starbucks. I went to a Starbucks on Xinhua avenue as a ar assum shopper. Starbucks mickle (NASDAQ SBUX) is an international umber and cocoahouse drawstring based in Seattle, Washington. Starbucks is the largest deep brown tree beanhouse order in the realism, with 17,009 gillyflowers in 55 countries. (starbucks, 2011) In this stimulate across I leave al unmatchable consecrate you my experience of being a brain-teaser shopper. I will analysis my scenario as a mystery shopper and what I did at the starbucks. I will describe starbuckss guest serv methamphetamine with my pick outledge of favorite peeves and 14 factors of bon ton culture.And as wholesome, I will decl atomic number 18 superstarself some solutions to improve the sell starbuckss node servise. CONTENTS even off page.. 1 Executive abbreviation.. 2 Contents.. 3 interpolation4 Discussion.. 5 suspense 1 5 incredulity 28 opp ugn 39 Question 4 11 Question 5 13 Conclusion. 14 Reference list. 15 basis Starbucks is the largest coffeehouse come with in the world, with 17,009 introduces in 55 countries.Thats why I chose starbucks. Starbucks is still inadequate, still pauperism to fortify and improve. In this experience, I was in truth conservatively to record e rattling detail, and try to look on them. I believe that no bailiwick how perfect management system they view as at that place still has a loophole. This report will bring starbucks immense benefits. I will analysis my scenario as a mystery shopper and what I did at the starbucks. I will describe starbuckss customer service with my knowledge of Pet peeves and 14 factors of comp both culture.And also, I will suggest some solutions to improve the retail starbuckss customer service. DISCUSSION Question 1 Explain round the retail lay in. You destiny to look for companys cultivation on internet. Starbucks Corporation (NASDAQ SBUX) is an inter national coffee and coffeehouse chain based in Seattle, Washington. Starbucks is the largest coffeehouse company in the world, with 17,009 stores in 55 countries, including everyplace 11,000 in the linked States, over 1,000 in Canada, over 700 in the f only if in Kingdom, and over 150 in Turkey.Starbucks sells drip brewed coffee, espresso-based angry drinks, other hot and cold-blooded drinks, coffee beans, salads, hot and cold sandwiches and Panini , pastries, snacks, and items such as mugs and tumblers. Through the Starbucks pastime di lot and Hear Music brand, the company also markets volumes, music, and film. Many of the companys products be seasonal worker or specific to the locality of the store. Starbucks-brand ice cream and coffee are also offered at grocery stores. From Starbucks founding in later forms in Seattle as a local coffee bean roaster and retailer, the company has expanded rapidly.In the 1990s, Starbucks was commencement a brisk-sprung(prenominal) stor e every workday, a ill-treat that continued into the 2000s. The first store exterior the United States or Canada opened in the mid-1990s, and overseas stores now constitute around one third of Starbucks stores. The company plotted to open a net of 900 unseasoned stores outside of the United States in 2009, alone has announced 900 store closures in the United States since 2008. The company is bodd in part later on Starbuck, Captain Ahabs first mate in the novel Moby-Dick, as tumefy as a turn-of-the-century mining camp (Starbo or Storbo) on Mount Rainier.According to Howard Schultzs book pour out Your Heart Into It How Starbucks Built a fraternity One Cup at a Time, the name of the company was derived from Moby-Dick, although non in as direct a mould as many an(prenominal) assume. Gor beginner Bowker wish welld the name Pequod (the ship in the novel), just now his then(prenominal) creative partner Terry badgerer responded, No ones going to drink a instill of Pee-quod Heckler suggested Starbo. Brainstorming with these twain ideas resulted in the company being named by and by the Pequods first mate, Starbuck.And also, starbuckss logo had changed troika times. The first Starbucks was opened in Seattle, Washington, on March 30, 1971 by three partners face teacher Jerry Baldwin, history teacher Zev Siegl, and generator Gordon Bowker. The three were inspired by entrepreneur Alfred Peet (whom they knew personally) to sell high- character reference coffee beans and equipment. The name is taken from Moby-Dick after(prenominal) Pequod was rejected by one of the co-founders, the company was named after the first mate on the Pequod, Starbuck.From 19711976, the first Starbucks was at 2000 western sandwich Avenue it then was relocated to 1912 motorway Place, where it remains to this day. During their first year of operation, they purchased unripe coffee beans from Peets, then began buying at once from growers. The Starbucks Center, Seattle. The comp any HQ, in the old Sears, Roebuck and Co. catalog distribution center building entrepreneur Howard Schultz joined the company in 1982 as Director of Retail Operations and Marketing, and after a trip to Milan, advised that the company should sell coffee and espresso drinks as well as beans.Seattle had become home to a thriving countercultural coffeehouse scene since the opening of the Last Exit on Brooklyn in 1967, the owners rejected this idea, believing that getting into the crapulence business would distract the company from its direct focus. To them, coffee was something to be prepared in the home, but they did give away eject samples of pre-made drinks. Certain that there was money to be made sell pre-made drinks, Schultz started the Il Giornale coffee bar chain in April 1986. (starbucks, 2011) Question 2 Explain why you chose the retail store.Starbucks is the largest coffeehouse company in the world, with 17,009 stores in 55 countries. Yeah, its rather unremarkable. Starbuc ks is everywhere. What is remarkable is how made they are. I believe that no enumerate how perfect management system they hurl there still has a loophole. I go to starbucks non secure as a coffee drinker, but as someone who was pleased with both the service, and quality of my request. The number of choices one has al virtually energises it insurmountable to be dis contented with whatever you get, and get this you can live with them make it over or how you unavoidableness it specifically if you are dis fit.Starbucks has taken the opportunity that other diminished business havent yet. This is why so many heap drink it. Its everywhere, convenient, and practical as a beverage seller. If you personally dont like the coffee, they have entire menu with things that are non coffe. I definitely bang starbucks. It is a cool place to loosen and hangout. I dont only order coffee there anyways. I love their pastries and lattle . I love how they give a lull aura. It gets my stress o ff. And really coffee is juicy depends on the taste buds of the person. Question 3Explain closely to your scenario as a mystery shopper and what you did at the outlet. I went to starbucks as a mystery shopper for three times. For the first time,I walked into starbucks, the waiter express hello to me, and asked me what do I want to drink, so, I tell a cup of lattle. The waiter asked me whether I need any dessert or not. I ordered a piece of cheese cake. And I paid for both of them, the waiter pass me my order. He smiled warmly and wished me a enough day. For the second time, I retributive bait here ,and didnt order anything. as luck would have it ,they didnt push me away.For the third time, I ordered a cup of mocha coffee Frappuccino, but I found a hair in it. I was very surprised and I told the waiter well-nigh it. He changed my drink to a big coat one, and apologized to me . I was very satisfied with their service. Check points ?Number of employees in the store on enteri ng 3. ?How long it takes forrader the mystery shopper is greeted 3 second. ?The name of the employees zhangqin machao zhangwei. ?Whether or not the greeting is amicable, or if they didnt greet the customer the greeting is friendly. ?The questions asked by the shopper to find a suitable products the get along is very good. The types of products shown (if they suggest too grand products) they just introduce me some new product. ?The gross revenue arguments used by the employee(if you felt sales twinge) no I didnt felt any stress ,theyre all very kind. ?Whether or how the employee try to close the sale they didnt close the sale, they just handed your order oversight to close the sale. ?Whether the employee suggested any add-on sales yes. ?Whether the employee invited the shopper to come back to the store yes. ?Cleanliness of store and store associates the store is very clean. ? pelt along of service fast Store appearance, and train/presentation the decoration is very fashionab le, and in order to meet the Christmas, Christmas decorations are everywhere. ?Was it well-off to find the store in a shopping center or in a street ? yes, its blue-blooded to find starbucks on Xinhua road. ?Ask them if there are any kinds of student implication program. Did they reply to you in proper mien? yes ? Ask them if refund or change is possible when youre not intelligent with the product. How did they respond to you? food for thought product can not change, they feel sorry roughly this, they ask me some questions some the food so that they can improve.Question 4 take in the retail stores customer service with your knowledge of Pet peeves and 14 factors of company culture. Pet peeves I conceptualise starbuckss service is very good, close to details do very well. I didnt feel being ignore, because they regularize hello to me, when I came in . And also, I didnt feel high pressure sales, they just suggest me sincerely . scarce the second time I do this report , I was disappointedly with the short(p) quality work, I found a hair in my cup, they do not very well about the cleaning. entirely they changed my drink to a larger sized one, and apologized to e . I was very satisfied with their service. In short, I was satisfied with the customer service. 14 factors of company culture ? salutation customers do very well ?Initiating colloquy do very well ? in truth complimenting customers do very well ? duty customers by name I dont know ?Establishing and maintaining eye come home good ancestry ?Ask for feedback just so so ?Listening skillfully do very well ? formulate polite words do very well ?Smiling good problem ?Using good telephone techniques just so so ?Using portion touch techniques just so so Enjoying people do very well ?Being positive about selling do very well ?observation your workplace attractiveness good job The good service with The old chairs and table, friendly barista, soothing music and the aroma of the coffee makes you feel relaxed and at home. Starbucks gives us the aspect of relaxation and belonging. We feel it because Starbucks is true to its value and it shows. And because we believed in what Starbucks offers us, we give value to it by being loyal. Question 5 apprise some solutions to improve the retail stores customer service.A few of the Starbucks coffees are not so bad but the problem is that they often sit for a very long time forrader being served. Usually, the better coffees are not available brewed. My biggest personal gripe with Starbucks is that they replaced all of the espresso machines with automatic versions over the past few years. The quality and strength of the espresso has gone round substantially and the price is no long-dated even partly justified since it no longer takes time, effort, or skill to make espresso beverages. just about of their drinks have so a good deal sugar and calories, and they have this fancy alter lingo to place a coffee order. hat should be so si mple I believe most people like Starbucks is because is in dash even though they dont really know what they are drinking. Starbucks should care much about our healthy And also, the employees need to be more carefull. CONCLUSION Thats What They Serve. Theres no greater purpose in life than service to others. And indeed, Starbucks are one of those company who are living and being true to this famous line. In its book entitled Its Not about Coffee, the author and previous CEO, Howard Behar, have mentioned that Starbucks is all about People.From their employees to its customers and suppliers, they give precedence to people and relationships. And to prove it, they do not call their employees as staff, which most of us are being called by our bosses. Instead, they call all employees from below to make as partners. Because they truly believes that each and everyone is bestow to the success and growth of the society. They believe that each and everyone can be a great contribution to a n organizations success, and the world for that matter. Amazing isnt?And that reason alone is why a lot of people is giving back the value that this Company is providing them. (starbucks, 2011) Three Important Lessons From Starbucks ?If we have vision it creates magic. ?When we are sure of our value it creates bursting charge and feeling on what we offer others. ?If we order on people, we do not need to look for the reward and recognition, it comes to us. REFERENCES LIST http//www. starbucks. cn/ http//en. wikipedia. org/wiki/Starbucks http//www. ihatestarbucks. com/why. php