Starbucks: Delivering Customer Service

Problem statement:
Recent market research has revealed that Starbucks is not meeting customer expectations in the area of customer satisfaction. Starbucks must come up with a plan to target specific areas of improvement identified in the research to improve sales while keeping the potential impact on bottom line to the minimal.
Situation analysis:
Key results that stood out from the recent market research conducted showed that Starbucks:
* Was perceived as a corporate giant primarily concerned with growth.
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