Corporate Customer Service Training
In the last post, several stocks were mentioned that have been on the rise, stocks of companies that have made notable changes and commitments to their customer service operations.
One was Starbucks, who experienced a significant jump in its stock price a little less than a month ago. A recent interview with Darrel Kim, who runs Starbucks’ consumer products in the Northeast Asia market, sheds some light on why the company is experiencing some renewed successes.
In the interview with the Korea Times, Kim cites that he works for a brand, which “helps our customers feel better about themselves, ” emphasizing the special attention paid to what customers want has been to key to securing their market share.
Down to the most minute detail, Starbucks is tuning in more carefully than ever, into exactly what consumers desire and expect. During the interview, a faulty cap was mentioned on one of the bottled products, to which Kim took copious notes in response, pledging to address the issue.
Consumers’ recently have voiced concerned over price, and the value of the product, engendering an explosive, company-wide movement to spark innovation and add value to Starbucks offerings.
This is not a new tactic for Starbucks, just a more heavily prioritized one do to the current economic environment. Last year, reacting to complaints and a vocalized desire for healthier fare, Starbucks, in alignment with its image of a breakfast destination, introduced oatmeal and several other convenient and more nutritional food items. These were purchased and eaten with praises from Starbucks’ customers, proving such action is effective.
Kim pledges the consumer centric focus will continue to rule their business strategy, reciting the famous company quote, that ” Starbucks is not a coffee company serving people but a people’s company serving coffee.”
Bottom line- Starbucks, although criticized for its overpriced, and over-branded products, has the rights mindset to position itself for improvement. Basing company evolution around the needs and wants of the consumer isn’t groundbreaking or genius. It’s common sense. And many businesses these days could really use some cents.
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Tags: corporate training in customer service, customer service corporate training, Customer service training for corporations, training for customer service in corporations
