Moments of Truth

With these eleven core values in place I must build harmonious relationship daily with all types of customers. Building a rapport with customers is rewarding and challenging in every aspect. The most difficult is the communication process, ensuring the message is sent and received on both ends. Engaging customers one on one is time consuming but rewarding in building rapport. Through the door of operations enter customers with many different personalities and cultures with needs and

Through sustaining the customer relationships, leaders of the company have realized that “becoming nearer to the consumer” is vital for the progression.

Our mission: to inspire and nurture the human spirit – one person, one cup and one neighborhood at a time. Starbucks has lived up to that motto each and every year and with such great numbers and great feedback the company keeps on growing in the right direction. Starbucks is well known around the world for delivering fast, efficient coffee in all forms. From their frappachino’s, to their brew coffee and ice tea they are definitely the set example that other company’s in their area follow. They live by six principles that they practice each and every day they represent there coffee which has always been there passion to deliver

Another statement that must be printed on the menu is that detailed nutritional information about the food listed on the menu is available upon request, which will include total calories from fat, saturated fat, cholesterol, sodium sugar, fiber, and protein. This information will come from sources such as cookbooks, and

The last external innovation of Kudler Fine Foods from other organizations is catering the organization provides (Apollo Group, Inc., 2011). The catering aspect has not been fully constructed into the business organizational structure, so their approach will stand out from other competitors. Their goal is to provide a link to customers on their website that will allow them to view and order specifics requirements for the event needed to be catered. The website will provide every aspect of what meals, desserts, amount needed, specific arrangements or design the customer desires for the event. With other competitors they require customers to come into the store location to make arrangements, whereas Kudler Fine Foods is providing options for the busy individual to make arrangements via Internet.

“A Life Revealed” reveals more than just the identity of a lost woman after seventeen years, but the struggle of many under a religion-based government at odds with one another. Government is the highest level; a level that everyone else in the world can see and use to assume what the lives of its people endure day by day. But very few can see the struggle of the common man under this harsh power.

Starbucks has created a competitive advantage with their product quality by setting themselves apart from their competitors. “The Company has stayed with the upper-scale of the coffee market, competing on comfort rather than convenience, which is the case with its closest competitors, McDonald’s and Dunkin Donuts” (Mourdoukoutas, Panos). Consumers believe they are receiving a better product and experience when they purchase from a Starbucks as opposed to another large food service company that may sell coffee.

Starbucks' mission is a reason for the company's existence. With the unique style of combining both, our vision and mission statement is "to inspire and nurture the human spirit - one person, one cup and one neighborhood at a time." (Starbucks.com) To align with this mission statement, our new division's mission statement is to " bring the best quality coffee and convenience to our customers on the go, one machine at the time" This mission statement reflected the company value and beliefs to show our costumers that we care, it will also guide our employees on understand and establish what the company truly does. A good mission statement inspires employees and provides a focus and direction for strategic planning. While mission statements vary from organization to organization and represent the distinctness of each one, they all share similar components. (Mission and Vision Statements, 2010) The new division's mission statements include descriptions of Starbucks' target market, the geographic domain, and concern for survival, growth, and profitability.

➢ Marketing people don’t seem to have any understanding of – just throwing away money at a problem doesn’t make it go away

It was Friedrich Nietzschehas who said, “What doesn’t kill you makes, you stronger”. I like to call these moments in a person’s life, “defining moments”. Additionally, I like most people, have had a few of these “defining moments”; probably more than one person should. Growing up, I had a hard time accepting one of my “won’t kill you-make you stronger” moments. It was a moment of betrayal and deceit, inflicted upon by a person I trusted fully and completely, with my life. My mother.

The décor of the stores included earth tones and overstuffed chairs, wood floors and cozy fireplaces that created a home-like feel so that its patrons could linger and relax. La Marzocco machines were put up which added to the distinct taste of the coffee and the Barista that operated the machines stood as a unique attraction. The quasi-Italian lingo included in menu (drinks names and sizes) were very catchy. Starbucks positioned itself as a brand/company offering a “lifestyle product”. The locations were carefully selected where areas with large numbers of wealthy and highly professional workers (“Bobos”) were targeted.

Divine Mocha is a quaint coffee shop along Fairview Creek. This coffee shop serves sandwiches, soups, ice cream, fruit smoothies, Italian sodas and other treats too. If it's not on the menu, the staff is willing to create it if you can describe it. Friendly staff add to the overall welcoming feel of the shop. If the sun is shining, customers are welcome to set up a picnic or just relax outside on the property behind Divine Mocha, which sits beside the peaceful Fairview Creek. WiFi and a meeting room are both offered free of charge to customers.

Stephanie Klein once said, “Tell the truth, or someone will tell it for you.” This quote relates to Charles Van Doren and “Twenty-One, ” a famous quiz show from the 1950’s. The scandal involved more than one player receiving answers from producer, Dan Enright. This is a very well known quiz show scandal from the 1950’s. Charles Van Doren should be held accountable for his actions because, he had knowledge of what was going on, he actively searched for answers, and he lied to people about what was happening.

To owner, Rocky Aoki and his team, their understanding on consumer patterns became their advantage; the consumer’s distrust of exotic food and their enjoyment of eating in exotic surroundings, and the customer’s interest in watching their food cooked. Though unique, this system allows the business for greater control on the flow and options given to the customer.

A service encounter is simply defined as a customer’s actual interaction with a service company. Shostack (1985) defined service encounter as the period of time that a customer interacts with a service. Merritt (1977:198), a linguistic scholar, views a service encounter as an instance of face to face interaction between a server who is ‘officially posted’ in some service area, that interaction being oriented to the satisfaction of the customer’s presumed desire for some service and the server’s obligation to provide that service. The service encounter is also known as the ‘moment of truth’ in which the customer often develops a perception about the business and often creates a differentiation from other competitors. Solomon et al (1985)