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Essay Details:
Essay text:
What was so compelling about the SB value proposition?
i. Placed the Customer and service to the customer above everything else
b. What brand image did SB develop during this period?
i. "The people's coffee"
ii. Home base
iii. "Where everybody knows your name"
2. Why have SB's customer satisfaction score declined?
? Looking at customers who are usually more satisfied hence the reason they come back so often.
? Lost site of the initial vision
? Too much emphasis on what they felt needed to happen, which was speed up the process and have faster service. I don't mind waiting when they know my name and show/pretend that they care...
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