How do you build an Engaging Brand like Starbucks? A CEM vendor can help

Posted on Friday, July 27th, 2012

Temkin Group, a well-known customer experience research and consulting firm, recently announced the release of its 2012 Temkin Customer Service Ratings that examined customer service ratings of 174 companies across 18 industries.

Among all brands, Starbucks is one of the few food services chains that received the highest marks for customer service. This result should come as no surprise as Starbucks has always been seen as the master of the warm customer experience. Starbucks not only provides superior customer experience but “The Starbucks Experience.”

The Starbucks experience is a combination of the place, product and most importantly, the people. From the moment customers set foot in a Starbucks location to the minute they walk out of the door, the staff create an enjoyable atmosphere that encourages customers to interact and bond with the brand. The customers are greeted by their names and are offered highly personalized coffee choices. Great customer experience is built across multiple touch points and Starbucks staff understand that every touch point has the potential to make a huge difference in a customer’s journey.

Today’s customers are hard to please because we demand highly personalized products that are delivered to us in such a way that recognizes our uniqueness. To stay competitive in your market space, consider improving your customer experience with outside help. When choosing a vendor, research to see which vendors have worked with leading companies similar to yours in the past.  Furthermore, investigate how these vendors have helped their clients increase same store sales.

Is the customer experience you deliver good enough? Excellent?  Superior to your competitors? Do you want to create a customer-centric brand like Starbucks? Check out our client list and contact us today!

This entry was posted in Featured Resource What Do I Need to Consider When Choosing a Vendor and assigned these Tags: CEM, customer experience, customer experience management, customer loyalty, customer satisfaction, customer service, Food Services, guest experience management, restaurants. Bookmark the permalink