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Starbucks Thrives Through Customer Engagement

Updated: Mar 19






During the financial crisis in 2008, Starbucks revenue dropped nearly 30% in two years and it was forced to close more than 1,000 stores. To get things back on track, CEO Howard Shultz led a re-commitment to technology and community involvement. Starbucks launched “My Starbucks Idea” where customers could contribute suggestions. More than 90,000 ideas were submitted, and more than 100 of them became a reality. By focusing on customers, Starbucks changed its image from a corporate coffee chain to a community of coffee-loving people. With a renewed focus and improved economy, Starbucks soon began to see strong growth.


If you would like to find out more about how an experience management community could help you with customer experience management and or employee management then please do not hesitate to contact us!



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