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May 8
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  Also, the customer service book giveaway has been extended another week. I realize that subscribers don't read this blog everyday, so I thought I'd give them a chance to catch up and share their thoughts. The new deadline for the giveaway is next Thursday, May 15. Remember that the Customer Service Carnivale is coming up this Monday. Last day for submissions is this Saturday, May 10. Submit your article now! |
Hi Dennis,
I saw that announcement as well. I really do hope the company can turn around and win me back as a customer. Hopefully in the next couple years we'll start to see some changes...
The challenge is immense. They more-or-less created an experiential product and then found a way of commercialising it and then taking it on the road. Saying that, the concept is obscenely easy to replicate, so now there are hundreds of "me toos" - which happens
The problem is that now Starbucks (if they want to arrest the dilution of their market share) will need to pull something pretty special out of the bag. With a worldwide franchise that creates a problem - the more special it is, the harder it will be to roll-out consistently
Waddayado?
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I have always been a loyal Starbucks customer and have been disappointed in their recent performance. We're apparently not alone as evidenced by their announcement last week that profits were down 28% for the quarter.
While they turned a commodity (coffee) into an experience, their aggressive growth has ironically resulted in commoditizing the experience they tried so hard to create. It's just not special anymore.
I hope they turn it around, because I'm still a fan.
Posted by: Dennis Snow | May 9, 2008 9:26 AM | Permalink to Comment