Anatomy of a Starbucks Customer Experience Program
The following story is real. It was implemented in the Summer of 2001 in all North American Starbucks stores and was widely credited as a hallmark customer interaction program.
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Mighty Fine Word-of-Mouth
No stunts. No gimmicks. No one-off marketing ploys. All Mighty Fine does is earn opinions by serving up remarkable burgers in remarkable ways.
Up the Ladder OR Down the Ladder?
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Welcome to McDonald’s, may WE take your order?
Steven Bigari, a McDonald’s franchisee, has dramatically increased the efficiency of his 12 McDonald’s by reducing its drive-through order time by 30 seconds to a little more than one-minute per transaction. (That’s well below the McDonald’s drive-through average order time of two-minutes thirty-six seconds.) Plus, this McDonald’s franchisee has increased the number of cars his…