The Starbucks Experience: Customer Service Success in a New Digital Age


The first hour and a half of my day advances like clockwork. After the initial snooze battle with my alarm clock, I concede defeat and get ready to head to work. I join the busy queue of coffee enthusiasts looking to inject life into their day with that first cup of coffee. Standing at the back of the queue, I make eye contact with the barista. She smiles and gives me that knowing look. I smile and nod back to confirm my order. I get to the front of the line and exchange the morning pleasantries while I swipe my phone across the scanner to make my digital payment. The barista continues our running joke from last month and asks who I want to be today. I say I feel like Aquaman today. We laugh as she begins to scribble on my cup.


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