The Starbucks Roadmap to Best-In-Breed Customer Service

March 21, 2012 - PRLog -- Enterprise Mobility Exchange: How has mobile technology helped Starbucks achieved best in breed customer service, increased operational efficiency and productivity?

R Teagle: Indeed, we’ve focused many of our efforts in the mobile space on providing solutions that are mostly consumer facing. With our main mobile application, we provide functionality such as Store Locator, Drink Builder, Coffee Knowledge and more recently functionality to support our Starbucks Card and Loyalty Program. The application allows customers to view their Starbucks Card balance, reload their Card and pay using their mobile phone. The latter enables customers to leave their physical Card at home, and use your mobile to do everything from managing their account to paying for their drinks. Therefore, this is really focused on providing an enhanced customer experience, and deploying solutions that are in line with customers technology expectations.

As it relates to mobile technology across the enterprise, we’ve invested in laptops to aid Store Managers in running their business; tablets to Field Sales and District Managers to improve their productivity and in virtual desktop technology. We want to provide options when it comes to technology for our employees; they can take a company standard laptop, tablet or smartphone or bring their own device but still run the corporate applications. We find productivity is improved when users feel comfortable with their technology and it suits their way of working. So the technology requirements are very different depending on whether you are an Accountant, Store Manager, HR Rep or an Executive.        

Robert Teagle will be speaking at the CMO Exchange, due to take place 18 - 20 June, 2012 at the Novotel West London, UK. For information, visit: www.cmo-exchange.com/ email exchangeteam@iqpc.co.uk or call 0800 652 2363.

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Robert Teagle will be speaking at the CMO Exchange, due to take place 18 - 20 June, 2012 at the Novotel West London, UK. For information, visit: www.cmo-exchange.com/ email exchangeteam@iqpc.co.uk or call 0800 652 2363.