Are Starbucks' Prices Too High?
. 
Formerly CRMGuru.com
Nov. 19, 2007 CustomerThink Advisor
Love To Hate You
I once worked for a newspaper whose rock music critic was despised by the staff at the college radio station I deejayed for on the side. Our editors loved the fact that the critic's reviews generated controversy. The music snobs at the station hated the critic's taste. What was customer feedback telling the newspaper? That all depends on management's goals. Was it better to have a well-read or well-admired pop music section? In much the same way, Starbucks has engendered strong feelings, says guru Sampson Lee in this week's lead story. Customers surveyed always complain about the prices. But is that such a bad thing? Lee wonders.
Congratulatons to Lee, by the way. He and guru Dick Lee are CustomerThink's newest Best Author winners, for their outstanding contributions in October. Sampson Lee is honored for writing IKEA: A Branded Experience Is More Important Than Customer-Centricity, which has stirred up some useful debate about branding and customer-centricity. Dick Lee gets kudos for two popular blog postings: Ten Truths We Refuse To Believe About Customer Alignment-and CRM and The CIO as Chief Process Officer-Huh?
Gwynne Young
Managing Editor, CustomerThink
The Loyalty Connection: Measure What Matters and Create Customer Advocates »
Today's customers can bypass traditional marketing channels, thanks to the social web. So how should you manage loyalty? Learn how proper measurement and leadership can help turn customers into advocates in this white paper by acclaimed thought leader Bob Thompson, founder/CEO of CustomerThink.
Download Now »
Articles
Blogs
Are Starbucks' Prices Too High?
By Sampson Lee, GCCRM
Be careful reading your data. What at first glance appears as a pain point could very well be a key differentiator.
What You Don't Know About Your Heavy Buyers May Surprise You
By Martin Reilly and Deb Rapacz, Reilly and Rapacz
From KPI to KAI: Correlate Performance With Customer Attitude
By Gary Schwartz, Confirmit
Ten "Must Dos" for Designing Customer-Aligned Process
By Dick Lee, High-Yield Methods
Where's the Value: Deliverables or the Delivery?
By John I. Todor, Ph.D., The Whetstone Edge, LLC
"Relationship" Marketing
By Elana Anderson, NxtERA Marketing
Pricing Madness ... A Short Airline Story
By Graham Hill, CACI Sophron
Turning Customers Into Good Corporate Citizens
By Francis Buttle, Ph.D., Francis Buttle & Associates P/L
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Integrity Solutions Answers Changing Roles of Service Professionals With Launch of New Program
StreamServe Announces SAP-Endorsed Business Solution
Active Voice To Deliver Voicemail Direct From RSS Feeds
Xactly Integrates Xactly Incent Sales Compensation Management With Oracle's Siebel CRM On Demand
Navigator Customer Management Extends Business Development With Key New Appointment
CustomerThink MarketPlace
Mining for Gold in Customer Service Experiences In today's global economy, it's critical to understand your customers and to use that information to improve how you do business. View this on-demand webcast to learn how to mine five "customer listening posts" and use Total Customer Management to deliver a differentiated customer experience.
Serving the Uncompromising Customer: A new white paper by Strativity Group Everybody’s talking about how improving customer experiences increases loyalty, advocacy and profitability. You know you need to do something. Now what? Download this white paper and kick start your customer experience improvement initiative!
Customer Experience Management Professional Certificate Training (Hong Kong, Nov. 26-27) Learn cutting-edge CEM methods from a team of international gurus. This 2-day course applies CEM essentials, strategies and methodologies on Marketing, Sales and Services; provides a framework with relevant guiding principles and tools for designing the best experience to your customers.
Get your offer or event listed in CustomerThink's newsletters and web site, reaching 300,000 business leaders monthly. Contact CustomerThink Sponsorships.
CustomerThink.com is the world's No. 1 community for customer-centric business strategy, serving 300,000 business leaders each month. Your free membership includes a weekly Advisor newsletter featuring new articles, blogs and news, plus occasional promotional Alerts.
CustomerThink Contacts:
Editor-in-Chief Bob Thompson
Managing Editor Gwynne Young
Member Services Jennie Greer
CustomerThink.com is owned and managed by CustomerThink Corp., 1615 Willow Ave., Burlingame, CA 94010 USA.
Copyright 1998-2007 CustomerThink Corporation. All Rights Reserved.
Sponsorships: Visit our web site for sponsorship and advertising information.
Formerly CRMGuru.com
Nov. 19, 2007 CustomerThink Advisor
Love To Hate You
I once worked for a newspaper whose rock music critic was despised by the staff at the college radio station I deejayed for on the side. Our editors loved the fact that the critic's reviews generated controversy. The music snobs at the station hated the critic's taste. What was customer feedback telling the newspaper? That all depends on management's goals. Was it better to have a well-read or well-admired pop music section? In much the same way, Starbucks has engendered strong feelings, says guru Sampson Lee in this week's lead story. Customers surveyed always complain about the prices. But is that such a bad thing? Lee wonders.
Congratulatons to Lee, by the way. He and guru Dick Lee are CustomerThink's newest Best Author winners, for their outstanding contributions in October. Sampson Lee is honored for writing IKEA: A Branded Experience Is More Important Than Customer-Centricity, which has stirred up some useful debate about branding and customer-centricity. Dick Lee gets kudos for two popular blog postings: Ten Truths We Refuse To Believe About Customer Alignment-and CRM and The CIO as Chief Process Officer-Huh?
Gwynne Young
Managing Editor, CustomerThink
The Loyalty Connection: Measure What Matters and Create Customer Advocates »
Today's customers can bypass traditional marketing channels, thanks to the social web. So how should you manage loyalty? Learn how proper measurement and leadership can help turn customers into advocates in this white paper by acclaimed thought leader Bob Thompson, founder/CEO of CustomerThink.
Download Now »
Articles
Blogs
Are Starbucks' Prices Too High?
By Sampson Lee, GCCRM
Be careful reading your data. What at first glance appears as a pain point could very well be a key differentiator.
What You Don't Know About Your Heavy Buyers May Surprise You
By Martin Reilly and Deb Rapacz, Reilly and Rapacz
From KPI to KAI: Correlate Performance With Customer Attitude
By Gary Schwartz, Confirmit
Ten "Must Dos" for Designing Customer-Aligned Process
By Dick Lee, High-Yield Methods
Where's the Value: Deliverables or the Delivery?
By John I. Todor, Ph.D., The Whetstone Edge, LLC
"Relationship" Marketing
By Elana Anderson, NxtERA Marketing
Pricing Madness ... A Short Airline Story
By Graham Hill, CACI Sophron
Turning Customers Into Good Corporate Citizens
By Francis Buttle, Ph.D., Francis Buttle & Associates P/L
Forum
News
Need for an Easy-To-Use Case-Management Tool?
Is CRM Useful for VERY Small Businesses?
Who Do You Want To Do Business With?
Customer Life Cycle Management in Pharma
The Most Valuable Data for a Small Business
Integrity Solutions Answers Changing Roles of Service Professionals With Launch of New Program
StreamServe Announces SAP-Endorsed Business Solution
Active Voice To Deliver Voicemail Direct From RSS Feeds
Xactly Integrates Xactly Incent Sales Compensation Management With Oracle's Siebel CRM On Demand
Navigator Customer Management Extends Business Development With Key New Appointment
CustomerThink MarketPlace
Mining for Gold in Customer Service Experiences In today's global economy, it's critical to understand your customers and to use that information to improve how you do business. View this on-demand webcast to learn how to mine five "customer listening posts" and use Total Customer Management to deliver a differentiated customer experience.
Serving the Uncompromising Customer: A new white paper by Strativity Group Everybody’s talking about how improving customer experiences increases loyalty, advocacy and profitability. You know you need to do something. Now what? Download this white paper and kick start your customer experience improvement initiative!
Customer Experience Management Professional Certificate Training (Hong Kong, Nov. 26-27) Learn cutting-edge CEM methods from a team of international gurus. This 2-day course applies CEM essentials, strategies and methodologies on Marketing, Sales and Services; provides a framework with relevant guiding principles and tools for designing the best experience to your customers.
Get your offer or event listed in CustomerThink's newsletters and web site, reaching 300,000 business leaders monthly. Contact CustomerThink Sponsorships.
CustomerThink.com is the world's No. 1 community for customer-centric business strategy, serving 300,000 business leaders each month. Your free membership includes a weekly Advisor newsletter featuring new articles, blogs and news, plus occasional promotional Alerts.
CustomerThink Contacts:
Editor-in-Chief Bob Thompson
Managing Editor Gwynne Young
Member Services Jennie Greer
CustomerThink.com is owned and managed by CustomerThink Corp., 1615 Willow Ave., Burlingame, CA 94010 USA.
Copyright 1998-2007 CustomerThink Corporation. All Rights Reserved.
Sponsorships: Visit our web site for sponsorship and advertising information.