Visit to a blind student's school🧑🦯🧑🦯(community medicine)
Starbucks - Customer Relationship Management
1. Starbucks Experience Management M ade I n V ietnam S tarbucks Vo Thi Thuy An (Anna) Ly Le Trinh (Kelly) Thai Thanh Son (Vincent) Made In Vietnam Starbucks
2.
3. Key Milestones Made In Vietnam Starbucks 1971 First Starbucks store 1982 Howard Schultz joined 1987 Schultz took over Starbucks 1992 Initial Public Offering - 165 outlets 1997 Japan, UK, Singapore 2003 6,400 stores worldwide 2008 + Schultz to CEO + New espresso system + Starbuck Cards + Selling Product Red goods 2006 Partnership with Apple 2009 Into Vietnam?
4. What have Starbucks done? Vo Thi Thuy An (Anna) Vo Thi Thuy An (Anna) Made In Vietnam Starbucks
5.
6. Starbucks’ Past and Current CRM Strategies Vo Thi Thuy An (Anna) Made In Vietnam Starbucks
7.
8.
9.
10. What Starbucks has? Ly Le Trinh (Kelly) Ly Le Trinh (Kelly) Made In Vietnam Starbucks
11.
12.
13.
14.
15. Starbucks and Global Financial Meltdown Ly Le Trinh (Kelly) Made In Vietnam Starbucks
16. What will Starbucks do? Thai Thanh Son (Vincent) Thai Thanh Son (Vincent) Made In Vietnam Starbucks
17. Do you know what is your major problem, Starbucks? Thai Thanh Son (Vincent) Made In Vietnam Starbucks
19. Retaining the Right Customers Thai Thanh Son (Vincent) Made In Vietnam Starbucks
20. Different Perceptions from Different Customers Thai Thanh Son (Vincent) Made In Vietnam Starbucks I’m drinking Starbucks! Moment of mine
21. Starbucks Customer is Changing Thai Thanh Son (Vincent) Made In Vietnam Starbucks Repeat purchase Relative attitude Strong Weak High Low Dick and Basu’s Model of Customer Loyalty
22. Moment of… Starbucks Thai Thanh Son (Vincent) Made In Vietnam Starbucks Me & Starbucks Me & Entertainment & Starbucks Me & My Work & Starbucks
23.
24. Increasing Customer Lifetime Value Thai Thanh Son (Vincent) Made In Vietnam Starbucks Factors Driving “Valued Customer” Perceptions Improvements to Service (total) 34% Friendlier, more attentive staff 19% Faster, more efficient service 10% Personal treatment (remember my name, my order) 4% More knowledgeable staff 4% Better service 2% Offer Better Prices/Incentive Programs (total) 31% Free cup after x number of visits 19% Reduce prices 11% Offer promotions. specials 3% Other (total) 21% Better quality/Variety of products 9% Improve atmosphere 8% Community outreach/Charity 2% More stores/More convenient locations 2% Don’t Know/Already Satisfied 28%
25. Customer is not only Starbucks’ drinker… Thai Thanh Son (Vincent) Made In Vietnam Starbucks
27. Do you want to watch some Starbucks’ TVC? Thai Thanh Son (Vincent) Made In Vietnam Starbucks
Editor's Notes
June 24, 2010 Made In Vietnam Starbucks Customer Relationship Management
Intertwine with the real estate & credit markets that have crashed and burned. Why? Starbucks have the thousand stores that located in the business district of large city (especially the financial center) During the crisis period, nobody want to spend more money, they have to cut down and save money as much as possible bad sales performance close some stores that can not work effectively. Customer Relationship Management June 24, 2010 Made In Vietnam Starbucks
![Company Overview ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Made In Vietnam Starbucks](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)