Starbucks Downward Spiral

Scott over at Experience Planner provides a great write up on why Starbucks' stock has plunged over the past few months.

Bruce Nussbaum provides some additional thoughts on how Starbucks is losing him.

Scott and Bruce make very valid points about customer experience at Starbucks. Starbucks lost me when they switched to automatic machines. The espresso drinks weren't as good and their was no consistency from store to store, something they had before. There is a need for corporations to evolve and find ways to manage expenses but they need to do their best not to abandon the execution of their customer experience and ultimately, satisfaction...the key to their success.

Customer Experience is critical to success. Whether it's coffee, airlines or a non-profit providing a sense of service to donors. We need to ensure that we continue to think big and execute on those ideas while not abandoning the execution of customer experience.

Comments

[Scott]

Jamey,

Thanks for the shout-out. Also, glad to see that you've picked up on David and Joseph's blogs as well.

Regarding customer experience and its impact on a company's bottomline, you may be interested in hearing a talk from Jeneanne Rae from Peer Insight. You can download the podcast here:

http://www.core77.com/design2.0/podcasts.asp

Cheers and thanks for keeping the conversation rolling!