Assignment
Starbucks is confronting a help issue and opportunity because the organization is encountering a decrease in consumer loyalty. According to a new report, consumer loyalty to Starbucks has declined for ten years. The investigation discovered that consumer loyalty to Starbucks tumbled from 86% in 2015 to 83% in 2016. This decline is because of various elements, including more extended standby times, higher costs, and an apparent decrease in Starbucks espresso. To resolve this issue, Starbucks needs to develop its client assistance further. The global Starbucks problems are examined in the report that follows. It discusses the difficulties that Starbucks has faced since February 2007 and the success of the steps taken to solve those difficulties.
Growing competitiveness was one of the outside difficulties. For instance, the number of specialty coffee outlets and other well-known businesses dealing with food and beverages entering the market increased (Koehn et al., 2014). Dunkin Donuts, an English firm specializing in drip coffee and has espresso machines scattered throughout its stores, is an example of a rival.
McDonald's, a well-known restaurant chain, was also a rival. The U.S. economy's state between 2007 and 2009 was the subject of the other external threat.Also, the cost of milk and gas increased, impacting the company's operating expenses. The business also had to deal with technological difficulties.
Starbucks can further develop its client support by lessening standby times. Significant delays are a substantial wellspring of client dissatisfaction. To reduce standby times, Starbucks can put resources into innovation to accelerate the requesting and installment process. Also, Starbucks can add more staff during top hours to decrease standby times. Another way that Starbucks can further develop its client support is by decreasing costs. Greater costs are one more significant wellspring of client dissatisfaction. To reduce costs, Starbucks can offer more limits and advancements. Also, Starbucks can lessen the value of its espresso beans.
Task
1. What are the objectives of the customer service plan you are recommending?
2. Target audience of this new plan - who does the plan need to be communicated with?
3. Behavioral objectives - what do you want to see changed?
4. Employee objectives - what will they get out of these changes?
5. Promotional objectives - how will you communicate the changes to both internal and external customers?