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STARBUCKSCOFFEE COMPANY   SUCCESS OFCOMPANY OWNEDSERVICE CHANNELS         PRESENTED BY               TWINKLE K ANTONY     ...
STARBUCKS‟S LOGO
CEO – Mr. Howard Schultz
ABOUT STARBUCKS• FOUNDED IN SEATTLE, WASHINGTON ON 30TH  MARCH 1971.• FOUNDERS – JERRY BALDWIN, ZEV SIEGL &  GORDON BOWKER...
INTERNATIONAL PRESENCEOF STARBUCKS STORES –IN 55+ COUNTRIES
THE STARBUCKSVALUE PROPOSITIONTHREE COMPONENTS • THE COFFEE • THE SERVICE OR „CUSTOMER   INTIMACY‟ •THE ATMOSPHERE OR AMBI...
THE COFFEE• HIGHEST QUALITY COFFEE IN THE WORLD.• SOURCED FROM AFRICA, CENTRAL / SOUTH AMERICA & ASIA-PACIFIC REGIONS.• DI...
CUSTOMER INTIMACY• REGULAR AND FREQUENT CUSTOMERS – 18 TIMES A MONTH.• CUSTOMIZED PRODUCTS.• “ JUST SAY YES ” POLICY.•“ NE...
Cont. . .• MEASURING SERVICE PERFORMANCE•MYSTERY SHOPPER PROGRAM – „ CUSTOMER SNAPSHOT ‟o    BASIC SERVICE CRITERIA       ...
THE ATMOSPHERE• “ PEOPLE COME FOR COFFEE,THE AMBIANCE IS  WHAT MAKES THEM WANT TO STAY ” .• INVITING ENVIRONMENT .• WIRELE...
HERITAGE COFFEE HOUSES
ARTISAN STORES
REGIONAL MODERN STORES
CONCEPT STORES
COMPANY OWNEDSERVICE CHANNELS  ADVANTAGES      AND DISADVANTAGES
ADVANTAGES COMPANY OWNS THE CUSTOMER  RELATIONSHIPS . COMPANY OWNS BOTH EMPLOYEE AND STORE. IMPLEMENTATION AND MONITORI...
DISADVANTAGES CUSTOMER LOYALTY TO INDIVIDUAL SERVICE  EMPLOYEES . FULL BEARING OF THE FINANCIAL RISK  (SET-UP COST) . L...
THANK YOU       BY         TWINKLE K ANTONY         ULLAS UDAYAKUMAR         VIPIN DAS K C
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Starbucks

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Transcript of "Starbucks"

  1. 1. STARBUCKSCOFFEE COMPANY SUCCESS OFCOMPANY OWNEDSERVICE CHANNELS PRESENTED BY TWINKLE K ANTONY ULLAS UDAYAKUMAR VIPIN DAS K C
  2. 2. STARBUCKS‟S LOGO
  3. 3. CEO – Mr. Howard Schultz
  4. 4. ABOUT STARBUCKS• FOUNDED IN SEATTLE, WASHINGTON ON 30TH MARCH 1971.• FOUNDERS – JERRY BALDWIN, ZEV SIEGL & GORDON BOWKER.• Mr. HOWARD JOINED THE COMPANY IN 1982 AS DIRECTOR OF RETAIL OPERATION & MARKETING.• Mr. HOWARD BOUGHT THE STARBUCKS CHAIN IN 1987 AND THE EXPANSION BEGAN.• AMERICA‟S „ THIRD-PLACE ‟.
  5. 5. INTERNATIONAL PRESENCEOF STARBUCKS STORES –IN 55+ COUNTRIES
  6. 6. THE STARBUCKSVALUE PROPOSITIONTHREE COMPONENTS • THE COFFEE • THE SERVICE OR „CUSTOMER INTIMACY‟ •THE ATMOSPHERE OR AMBIENCE
  7. 7. THE COFFEE• HIGHEST QUALITY COFFEE IN THE WORLD.• SOURCED FROM AFRICA, CENTRAL / SOUTH AMERICA & ASIA-PACIFIC REGIONS.• DIRECT RELATION WITH COFFEE GROWERS.• OVERSEE THE CUSTOM-ROASTING PROCESS.• CONTROLLED RETAIL STORE DISTRIBUTION.• PRE-SPECIFIED PROCESS FOR EACH DRINK.• HANDCRAFTED BEVERAGES.
  8. 8. CUSTOMER INTIMACY• REGULAR AND FREQUENT CUSTOMERS – 18 TIMES A MONTH.• CUSTOMIZED PRODUCTS.• “ JUST SAY YES ” POLICY.•“ NEVER WIN AN ARGUMENT AND LOSE A CUSTOMER ” .• HARD AND SOFT SKILLS TRAINING WHEN JOINING THE COMPANY.• „ PARTNERS ‟ AND „ BARISTAS ‟.• „ COFFEE KNOWLEDGE ‟ TO BARISTAS.• STAR SKILLS –MAINTAIN AND ENHANCE SELF ESTEEM, LISTEN AND ACKNOWLEDGE, ASK FOR HELP.
  9. 9. Cont. . .• MEASURING SERVICE PERFORMANCE•MYSTERY SHOPPER PROGRAM – „ CUSTOMER SNAPSHOT ‟o BASIC SERVICE CRITERIA SERVICE - CLEANLINESS PRODUCT QUALITY SPEED OF SERVICEo LEGENDARY SERVICE CRITERIA
  10. 10. THE ATMOSPHERE• “ PEOPLE COME FOR COFFEE,THE AMBIANCE IS WHAT MAKES THEM WANT TO STAY ” .• INVITING ENVIRONMENT .• WIRELESS HotSpot STORES PARTNERED WITH T-MOBILE.• FOUR DESIGN CONCEPTS FOR THE STORES oHERITAGE COFFEE HOUSES oARTISAN STORES oREGIONAL MODERN STORES oCONCEPT STORES
  11. 11. HERITAGE COFFEE HOUSES
  12. 12. ARTISAN STORES
  13. 13. REGIONAL MODERN STORES
  14. 14. CONCEPT STORES
  15. 15. COMPANY OWNEDSERVICE CHANNELS ADVANTAGES AND DISADVANTAGES
  16. 16. ADVANTAGES COMPANY OWNS THE CUSTOMER RELATIONSHIPS . COMPANY OWNS BOTH EMPLOYEE AND STORE. IMPLEMENTATION AND MONITORING. PRODUCT AND SERVICE QUALITY MAINTAINED. COMPANY CAN STUDY THE LOCAL MARKET. NO RESTRICTION FOR ANY OPERATIONS. RETURNS FULLY ENJOYED BY THE COMPANY.
  17. 17. DISADVANTAGES CUSTOMER LOYALTY TO INDIVIDUAL SERVICE EMPLOYEES . FULL BEARING OF THE FINANCIAL RISK (SET-UP COST) . LARGE COMPANIES KNOW BUSINESS, NOT THE LOCAL / INTERIOR MARKET. PROBLEMS WHEN ENTERING FOREIGN MARKET. BENEFITS FROM FORMATION OF SERVICE- PARTNERSHIPS ARE LOST.
  18. 18. THANK YOU BY TWINKLE K ANTONY ULLAS UDAYAKUMAR VIPIN DAS K C

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