- April 10, 2023
- Posted by: Gopal Krishna
- Categories:
Creating consistent Cx over ‘000 of stores or outlets is not easy unless a brand is as committed as Starbucks for providing standardized Cx over 11000 stores. Well, Starbucks has institutionalized its policies towards Cx with bottom up approach. Starbucks calls it ‘Employee Handbook’. What does this handbook consist anyway, let’s learn.
Practice 1 – Make It Your Own
Where workers/employees sorry ‘Partners’ conduct themselves as if they are the owners of the store they are managing with 5 BEings; BE Welcoming, BE Genuine, BE Considerate, BE Knowledgeable, BE involved.
Practice 2 – Everything Matters
It’s a very simple quote – Retail is Detail. All Business is Detail.
Practice 3 – Surprise and Delight
Starbucks partners are very committed to their business; whether it is referring old customers to new Starbucks store nearby or opening the store earlier than standard hours to cater to few customers.
Practice 4 – Embrace Resistance
Welcome criticism for it’s an opportunity to learn and everyone at Starbucks is committed to this approach. A case in point is a high-level Starbucks executive calling up a person who did a radio show bashing against what he viewed as a lack of consistency in the coffee and service at his local Starbucks.
Practice 5 – Leave Your Mark
Starbucks continuously strives to develop a reputation for integrity and humane treatment of its employees and far off partners’ employees. For example, Starbucks provides health-care benefits to all employees who work 20 hours or more per week, pay premium for coffee produce from overseas partners so that money can be shared with their employees, check the overseas partners’ accounts to ensure the wealth is distributed all the way down to lower level employees.
And a further step towards connecting with Customers, Starbucks established a portal, myStarbucksidea.com, to build a more intimate relationship with its customers. Through this portal, customers can post, rank and discuss ideas regarding what the coffee purveyor should do to offer a more compelling value proposition and customer experience like free wi-fi, loyalty card and more….
Many of you are regular customers. What do you think?
