You’re Not Just Buying Coffee at Starbucks, You’re Buying Loyalty
Starbucks’ Journey from Product to Customer-Centric
Is Starbucks a customer-centric company?
Yes, you may answer. You may be thinking of the fluffy overstuffed chairs, the modern interior design, the friendly barista, or the wide variety of drinks it caters. But none of these are reasons that make it customer-centric. In fact, for a long time, Starbucks was not a customer-centric company.
Starbucks is another of many companies that is surviving the digital purge of physical businesses instead of joining the graves of Sears and Nordstrom. The key to its survival lies in its journey from a product-centric company to a customer-centric one. Here is how Starbucks underwent a fundamental shift to survive in the modern economic ecosystem and what it means for you every time you buy a coffee.
Founded in Seattle as a small coffee shop in the 1980s, Starbucks has quickly expanded globally — in fact, on average, every Starbucks location has three other Starbucks stores within a one-mile radius. It has revolutionized the process of getting coffee, but even more, it’s…
