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Starbucks: Delivering Customer Service Harvard Business School (9-504-016) (HBS 504016) By Youngme Moon John Quelch 1. How does the Starbucks of 2002 differ from the

Starbucks: Delivering Customer Service

Harvard Business School (9-504-016)

(HBS 504016)

Youngme Moon

John Quelch

1. How does the Starbucks of 2002 differ from the Starbucks of1992?

2. Describe the ideal Starbucks customer from a profitabilitystandpoint. What would it take
to ensure that this customer is highly satisfied? How valuable is ahighly satisfied customer to
Starbucks?

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