Starbucks

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A Presentation on Starbucks Coffee.

A Presentation on Starbucks Coffee.

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  • 1. STARBUCKSCOFFEE COMPANY SUCCESS OFCOMPANY OWNEDSERVICE CHANNELS PRESENTED BY TWINKLE K ANTONY ULLAS UDAYAKUMAR VIPIN DAS K C
  • 2. STARBUCKS‟S LOGO
  • 3. CEO – Mr. Howard Schultz
  • 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. INTERNATIONAL PRESENCEOF STARBUCKS STORES –IN 55+ COUNTRIES
  • 6. THE STARBUCKSVALUE PROPOSITIONTHREE COMPONENTS • THE COFFEE • THE SERVICE OR „CUSTOMER INTIMACY‟ •THE ATMOSPHERE OR AMBIENCE
  • 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. 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. Cont. . .• MEASURING SERVICE PERFORMANCE•MYSTERY SHOPPER PROGRAM – „ CUSTOMER SNAPSHOT ‟o BASIC SERVICE CRITERIA SERVICE - CLEANLINESS PRODUCT QUALITY SPEED OF SERVICEo LEGENDARY SERVICE CRITERIA
  • 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. HERITAGE COFFEE HOUSES
  • 12. ARTISAN STORES
  • 13. REGIONAL MODERN STORES
  • 14. CONCEPT STORES
  • 15. COMPANY OWNEDSERVICE CHANNELS ADVANTAGES AND DISADVANTAGES
  • 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. 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. THANK YOU BY TWINKLE K ANTONY ULLAS UDAYAKUMAR VIPIN DAS K C