tag:blogger.com,1999:blog-30346489.post1002737964897861884..comments2024-03-20T11:22:09.369-04:00Comments on Flooring The Consumer: Shattering ExpectationsCB Whittemorehttp://www.blogger.com/profile/03737846177421292411noreply@blogger.comBlogger4125tag:blogger.com,1999:blog-30346489.post-87582094597854587132007-08-14T20:08:00.000-04:002007-08-14T20:08:00.000-04:00Becky, I agree completely. Had this Starbucks sim...Becky, I agree completely. Had this Starbucks simply had a 6am starting time rather than the 5am, my expectations wouldn't have been shattered [that is assuming they were ready to absolutely start serving at 6am -- or slightly before!]. Thanks for adding to the discussion.CB Whittemorehttps://www.blogger.com/profile/03737846177421292411noreply@blogger.comtag:blogger.com,1999:blog-30346489.post-48661327275540518062007-08-14T19:43:00.000-04:002007-08-14T19:43:00.000-04:00Customer expectations are one of the most importan...Customer expectations are one of the most important parts of the customer experience to manage. I also find they are often the most easily forgotten!<BR/><BR/>Lewis is right - these kiosks are not run by Starbucks. But customers don't necessarily see that, and they don't care. They just want their coffee. Starbucks should work on getting those kiosks up to the experience level they want to convey or remove their logo.<BR/><BR/>In the meantime, a quick reminder to at least meet basic expectations (such as coffee being available when the store opens) would be good!<BR/><BR/>Isn't it amazing how little it takes to stand out among others? Just a small bit of attention to the customer experience works wonders. Thanks for sharing, CB!Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-30346489.post-4575021405039841412007-08-13T13:55:00.000-04:002007-08-13T13:55:00.000-04:00Lew, it's an amazing disconnect. Thanks for addin...Lew, it's an amazing disconnect. Thanks for adding to the conversation.CB Whittemorehttps://www.blogger.com/profile/03737846177421292411noreply@blogger.comtag:blogger.com,1999:blog-30346489.post-18854292848817816932007-08-13T13:11:00.000-04:002007-08-13T13:11:00.000-04:00Excellent post CB. The airport kiosks are not run ...Excellent post CB. The airport kiosks are not run by Starbucks and have always been a problem. And as long as the Starbucks logo sits atop the menu board, the Starbucks brand will continue to take the hits for bad customer experiences.Anonymousnoreply@blogger.com