The Starbucks Experience Report

Diego Alejandro Madrid González

Subject: Fundamentos de
Mercadotécnica

Teacher: Torres Rodríguez Felipe

Augusto

February 8, 2022
Diego Alejandro Madrid Glez.

The Starbucks Experience

The main idea is that:

The Starbucks Experience reflects tenets that are simple, yet not simplistic. They
are results-oriented and can be deceptively powerful when applied:
1. Make it your own
2. Everything matters
3. Surprise and delight
4. Embrace resistance
5. Leave your mark

The Starbucks Experience can be found on two very distinct levels in the company:

1. In its unique corporate culture. Leaders within the business create a

unique culture for employees in which empowerment, entrepreneurship,
quality, and service define the values of the firm.

2. In its passing down of these values to its partners. The partners, in turn,
help create a unique and personal experience for customers. Understanding
these principles and getting to know how Starbucks leadership and partners
(the term Starbucks uses for all its employees) have grown the company
offers a powerful blueprint for transforming your ordinary into your
extraordinary.

Starbucks success is largely due to two of its corporate values:

Employees are partners, and they’re encouraged to contribute ideas for

improving the company. They also help develop new products, which is a
huge part of Starbucks’ success.

Starbucks executives believe in profit sharing. Employees receive company

stock and medical insurance because of their belief that employees should
be rewarded for the profits they help generate. The chain also gives
bonuses to hourly workers who perform well above expectations.
Diego Alejandro Madrid Glez.

Starbucks teaches its employees five principles:

1. Be welcoming;
2. Be genuine
3. Be considerate;
4. Be knowledgeable;
5. Be involved.

“One of the reasons that Starbucks employees are often so pleasant and helpful is
that Starbucks is a great company to work for. It takes care of employees and
treats us with respect. That mind-set trickles down from the executives to the
thousands of baristas worldwide. I have worked in horrible places, and it’s hard to
do a good job when you hate the company. We’re encouraged to have a good time
while we’re at work, and that makes a huge difference in the atmosphere we create
for the customers.” Joy Wilson

Starbucks employees need to get involved in customers lives:

Listening is just one part of creating a connection with customers.

Businesses also need to discover each customer’s needs and unique
situation and then find ways to meet those needs.

Being considerate is less about being polite and more about being mindful of
the needs of others while creating win/win situations. It should empower you
to act in ways that consider the needs of others.

Everything matters:

Starbucks management understands that a competitive advantage occurs when

everyone in a company appreciates that nothing is trivial and that customers notice
everything.

As a result, Starbucks leaders have taken great pains to execute their strategy
precisely—right down to the last coffee bean. Perhaps as important, leadership has
worked tirelessly to perfect every aspect of the store design, making sure to
balance functionality with a warm and friendly ambience.
Diego Alejandro Madrid Glez.

A barista from Columbus, Ohio, puts it this way: “We pay attention to that
atmosphere. We are vigilant about the music in the background, pleasant colors,
comfortable furniture, and the right amount of lighting. I make sure the tables are
clean and the carpet is not littered with crumbs, except for major eating incidents
here and there, mostly involving children and pastries. I do my part to keep it warm
and inviting. I want my Starbucks store to be open and airy for our customers. I
want the details to reach out and say ‘Come in and stay awhile.’”