The problem at hand has to do with ordering frozen Starbucks items such as sandwiches, wraps and quiches – not the ones that sit in the public-facing cooler, but the ones shown on the display behind glass and require a barista or a point-of-sale clerk to get one from somewhere behind the counter. ![]() What can go wrong at a Starbucks in terms of customer experience? Or for that matter, how could you improve Starbucks point-of-sale systems to improve its overall CX and its global customer success? Even if you are not in love with Starbucks coffee or with its customer experience model, chances are that you go to a Starbucks store every now and then – to use the free internet, to buy a bottle of water, or just because your friends decided to meet there before going to a concert. I am not a coffee drinker, but I like Starbucks, and I was “there” to see it become an American landmark of the worldwide coffee culture. Original post: Janu| GoogleScholar | Starbucks CX Point-of-Sale Challenge: Intro
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