Anne Saunders, svp of marketing for Starbucks, says creating customer loyalty starts with just one thing: A really great coffee house. An exclusive HUB interview by Tim Manners
Archive for December, 2005
What will the new food trends be?
December 29, 2005
The question here in late 2005 is which emerging trends quick-serves might want to examine closely if they want to secure that all-important first-mover advantage. TrendMapping analysis reveals six specific up-and-comers:
Starbucks Betting on Drive-Thru Coffee
December 28, 2005
The world’s largest specialty coffee chain once shunned the drivethru concept, fearing it might alienate customers who like to come inside and sip their lattes while listening to music in cozy chairs.
In the early 1990s, as independent espresso stands were starting to gain a steady following, Starbucks stuck to its original game plan: giving people a “third place” to escape from the hustle and bustle of home and work.
Eventually, it got hard to ignore coffee lovers’ demand for a quick java fix without leaving the warmth of their driver’s seats.
The two obvious secrets of every service business
every one…
1. Take responsibility
2. Pay attention to detail
The thing that’s so surprising is how little attention is paid to these two, how often we run into people (business to business or b2c) who are totally clueless about them.