The customer's name is on every cup of coffee from Starbucks
Posted: Wed Jan 22, 2025 6:01 am
The customer's name is on every cup of coffee from Starbucks
This is an interesting idea of a popular brand. It allows employees not to mix up drinks and address customers by name. Customers are treated individually. They feel increased attention to their person and leave the coffee shop with a feeling of complete satisfaction.
Examples of customer focus from Starbacs
Care from Alfa-Bank
During the freezing period, the paytm database company's management ordered that the metal handles on all entrance doors of its offices be wrapped in soft fabric. The client did not experience any unpleasant sensations due to the cold metal when entering the office. He felt the company's care and attention to his problems.
$2,000 Rule from The Ritz-Carlton
The international Ritz hotel chain has developed a unique service mechanism. Employees were allowed to spend up to $2,000 on the needs of customers without the approval of the company's management. The funds were allowed to be spent within a year or in one hour if the staff believed that it would benefit the guest.
An example of an interesting incident that happened in this company. A client accidentally left a mobile charger in the room. The next day, the person received a package with a note, although he had not yet had time to call the hotel. In it, the company employee expressed his concern that the lack of a charger would cause inconvenience to the client. Therefore, he decided to send it to the owner. The former guest was pleased with the initiative and care of the Ritz staff.
Nordstrom and the acceptance of other people's tires
In 1975, a man bought winter tires at an installation shop. After some time, he found a defect in them and wanted to return the goods. When he returned to the shop, he saw that it was no longer in business. A Nordstrom store had opened in its place. This company sold shoes, clothes, and household goods. The man told the employee about what happened, and the employee decided to return the money and take the defective tires.
Examples of Customer Focus from Nordstrom
Some might say that the seller acted stupidly, because he lost a large amount of money by accepting a product that no one needed. He fixed a problem created by another company. But time has put everything in its place. Almost 50 years have passed, but people still talk about this situation. The search query "Nordstrom tires" shows about 3 million results. Modern visitors to the site evaluate the seller's far-sighted action positively.
Such behavior of the staff is used in exceptional cases, otherwise the company will quickly go bankrupt. It is permissible to have a small budget to solve similar customer problems. In this case, you can count on an influx of customers through word of mouth. Nordstrom currently has a high level of customer loyalty (NPS). In 2018, the organization was even able to outpace Apple in this parameter.
This is an interesting idea of a popular brand. It allows employees not to mix up drinks and address customers by name. Customers are treated individually. They feel increased attention to their person and leave the coffee shop with a feeling of complete satisfaction.
Examples of customer focus from Starbacs
Care from Alfa-Bank
During the freezing period, the paytm database company's management ordered that the metal handles on all entrance doors of its offices be wrapped in soft fabric. The client did not experience any unpleasant sensations due to the cold metal when entering the office. He felt the company's care and attention to his problems.
$2,000 Rule from The Ritz-Carlton
The international Ritz hotel chain has developed a unique service mechanism. Employees were allowed to spend up to $2,000 on the needs of customers without the approval of the company's management. The funds were allowed to be spent within a year or in one hour if the staff believed that it would benefit the guest.
An example of an interesting incident that happened in this company. A client accidentally left a mobile charger in the room. The next day, the person received a package with a note, although he had not yet had time to call the hotel. In it, the company employee expressed his concern that the lack of a charger would cause inconvenience to the client. Therefore, he decided to send it to the owner. The former guest was pleased with the initiative and care of the Ritz staff.
Nordstrom and the acceptance of other people's tires
In 1975, a man bought winter tires at an installation shop. After some time, he found a defect in them and wanted to return the goods. When he returned to the shop, he saw that it was no longer in business. A Nordstrom store had opened in its place. This company sold shoes, clothes, and household goods. The man told the employee about what happened, and the employee decided to return the money and take the defective tires.
Examples of Customer Focus from Nordstrom
Some might say that the seller acted stupidly, because he lost a large amount of money by accepting a product that no one needed. He fixed a problem created by another company. But time has put everything in its place. Almost 50 years have passed, but people still talk about this situation. The search query "Nordstrom tires" shows about 3 million results. Modern visitors to the site evaluate the seller's far-sighted action positively.
Such behavior of the staff is used in exceptional cases, otherwise the company will quickly go bankrupt. It is permissible to have a small budget to solve similar customer problems. In this case, you can count on an influx of customers through word of mouth. Nordstrom currently has a high level of customer loyalty (NPS). In 2018, the organization was even able to outpace Apple in this parameter.