1. STARBUCKS COFFEE “The Customer Experience” Group D

2. AGENDA Starbuck´s brand promise Touch point inventory Touch point prioritization Touch point evaluation Recommendations

4. Customer Service: nice and friendly staff

6. PURCHASE

7. POST PURCHASEPUT IN FORMAT FROM HIS SLIDES

8. TOUCHPOINT PRIORITIZATION

10. TOUCHPOINT EVALUATION

11. TOUCHPOINT EVALUATION: Pre Purchase Sales Impact Brand Promise Touch point Execution Ergonomic cups, can improve it xx Cannot be controlled xx High density urban location xx 1 2 3 4 5

12. TOUCHPOINT EVALUATION: Purchase Sales Impact Brand Promise Touch point Execution “Edward”, “Rash”… xx xx Can give more, always short on some items xx More couches xx 1 2 3 4 5

13. TOUCHPOINT EVALUATION: Post Purchase Sales Impact Brand Promise Touch point Execution Inconsistent, Can improve xx Should improve xx Should work on increasing the customer’s awareness 1 2 3 4 5

14. Recommendation Taste Stores Ambience Customer Service

16. The shop must always be clean

17. Keep a constant volume of music on the background in each store

19. Training & Monitoring

21. ‘Moment of truth’

22. Consistency is imperative for delivering the brand’s promise

23. Source from quality suppliers

25. Total RevenueGrowth: 491,75%

26. ConsistentlyOutperformedthe S&P 500 growthindexsince IPO