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Marketing will also help derive campaigns that clearly communicate the value proposition. Customer satisfaction will increase as speed of service, attentiveness, and quality will have a positive correlation. Finally, incentives will be attractive to new customers who have less income and help Starbucks show all customers that they are valued.
Situation
Starbucks believes that partner satisfaction equals customer satisfaction; however, they do not have metrics that directly support this claim. Although they have had rapid growth since 1971 with little to no advertising, Starbucks discovered through market research that they are not always meeting customers’ expectations in the area of customer satisfaction despite the partner satisfaction rate of 80-90% and intensive the training they receive...
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