-http://www.smartcompany.com.au/telecommunications/top-10-must-have-gadgets-for-2009.html
"A few more suggestions: During the morning hours at busy stores, I think many of our customers would appreciate it if a single register were designated for drip coffee. And regarding new products: I just don’t think the company is successful in creating excitement. We’re told to provide samples, but I rarely see them in stores."
Many have expressed clearly that the dripping of coffee could be done in less than 30 seconds if there were a single register for drip coffee. However, right now it takes up to 5-8 minutes long of dreadful waiting if they were to queue at the counter. Imagine that one customer has to wait for around 5 minutes, 10 will wait for around 50 minutes! If installing a single register for drip coffee could reduce so much time, it will definitely be beneficial to have one. Afterall, time is money, many will definitely appreciate Starbucks' efforts especially when they are in a rush (during the morning periods).
In the aspect of new products introduction, as a customer, I feel that I am pretty much enticed by the new drinks and food whenever I drop by. However, I feel that I'm clueless about the new drink per se, there's just so little amount of information about the new drink, except for the board showing the new drink on the surface of the counter. Perhaps, it is really time for Starbucks to inform us more about their new products through samplings or the media. By using sampling, it draws the attention of consumers because it is free and also people like trying new stuff, particularly new stuff from places they frequent. Most of the popular brands are very complacent today, they simply feel that their brand is well-established and recognised enough, therefore they can cut down on their advertising cost. They, on the other hand, are unaware that their competitors are increasingly trying to make themselve conspicuous to their consumers. If only they are willing to spend a little on advertising, it will greatly raise the awareness of the public, building on top of their recognised brand. Afterall, you need to have sustainable momentum to reach a breakthrough in recognition. If you were to slow down or slacken off, the level of recognition and reach will plummet faster than you can ever imagine.
"Finally, you should develop a new plan to reward frequent visitors. Recognition(many have agreed that rewards is important to them to motivate them to come everyday. There is no doubt many will not mind not being rewarded, however, we must recognise the fact that they will be very happy and enthusiastics with unanticipated surprises, when they are appreciated, they reciprocate with loyalty, something that is very important to Starbucks given that everyone is "floating" about) is important to them."
After looking at the responses to the advice Sun Min Kimes has contributed, I realised that it is indeed a fact that many are exhilarated about the idea of remunerations. As Jim Collins said in his book "From Good to Great", everyone has to be treated like a winner. There is no doubt many will not mind if there are no rewards, however, I am very sure that if unanticipated surprises and rewards are presented to them once in a while, it will further strengthen their loyalty to Starbucks. When people feel appreciated, they reciprocate with loyalty and obligatory services. You need to ensure that every single one of the customers feel valued in their own ways. Employees have to ensure that they are able to construct a rewarding bond between themselves and the customers, a win/win situation where both parties gained something out of. For instance, employees can learn more about frequent customers (i.e. their names, their favourite drinks, their interests), in turn, they can easily recommend any new products to them according to their preferences. When the customers learn about the particular new products, he/she will feel more attached to it, not just because he/she likes it, but because the employee knows he/she likes it. It makes so much of a difference. Such a bond can only be forged if the consumers feel rewarded, not merely in the facet of remunerations but it could be in the sense of emotional support and understanding. If Starbucks is to invest in this type of fanatical bonding so to speak, they will definitely go a long way, given that they have already established themselves as one of the top-notch coffee makers.
-Good Service goes a longer way than good policies.
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