Customer Service At Dunkin Donut

876 Words2 Pages
bulb-icon

Recommended: Importance of customer service conclusion

Customer Service = Key to Success
As a service business, DNKN heavily relies on positive personal experiences. Exceptional customer service is one of DNKN’s competitive advantages. A key to customer satisfaction is employee wellbeing and satisfaction (Class Notes). Unfortunately, only 50% of Dunkin’ Donut employees would recommend working at the company to a friend. In comparison, Starbucks is 80% (Glassdoor, 2018). With unhappy employees, DNKN runs the risk of decreased productivity, tainted brand reputation, and decreased company loyalty. Being that part of DNKN’s mission is to “provide our guest, the elegant service and unforgettable experience to meet their expectations in every single visit,” it is paramount to their competitiveness that they hire for attitude, train for skill, and retain talented employees (Taylor, 2017).

Contrary to low employee satisfaction numbers, over the past 10 years, Brand Keys has ranked DNKN a top brand for consumer engagement in the out-of-home coffee category (Dunkin’ Donuts, 2018a). DNKN also leads the packaged coffee category in customer loyalty for the fourth year in a row. Brand Keys identifies companies which successfully engage consumers by meeting or exceeding their expectations, which in turn creates loyal …show more content…

Environmentally, they have shown proactive responses to customers desire for healthier food options and a greater focus on recyclables. While this does not prove profitability in the future, adapting to changing environments does show DNKN is a good investment for a longer term horizon. Lastly, in regards to leadership, actions taken by top leadership are symmetric to the overall objectives, mission, and vision of the company. Additionally, with an innovative marketing team, proven to out maneuver and champion new techniques in comparison to competitors, DNKN is poised for

Show More
Related

  • Customer Service

    340 Words  | 1 Pages

    The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.

    Read More

  • Mail Box Etc Essay

    615 Words  | 2 Pages

    Throughout the company’s historic growth, one thing has remained constant: the commitment of its franchisees to providing personalized and convenient business solutions and a world-class customer experience. Industry

    Read More

  • Starbucks Case Analysis

    1693 Words  | 4 Pages

    In 2002, unexpected findings of a market research showed problems regarding customer satisfaction and brand meaning for Starbucks customers. The situation was unacceptable for a company whose overall objective is to build the most recognized and respected brand in the world. Starbucks was supposed to represent a new and different place where any man would relax and enjoy quality time, alone or with others. But the market research showed that in the mind of the consumers, Starbucks brand is viewed as corporative, trying to expand endlessly and looking to make lots of money. This huge gap between customers' perception and Starbucks' values and goals called for immediate action.

    Read More

  • Dunkin’ Donuts in South Korea

    620 Words  | 2 Pages

    South Korea has a strong $1-trillion economy; it is the third largest market in Asia, behind Japan and China. It also has the 13th largest economy in the world. It is expected that the economy’s current upward trajectory will continue for some time to come. This makes South Korea an attractive market for foreign investment, especially as the world economy, as a whole, continues to improve.

    Read More

  • SWOT Analysis Of The Internal Environment Of Whole Foods Market

    1042 Words  | 3 Pages

    Being the leader in its industry, the company has capitalized on the large market capital and is opening up to foreign countries where organic food is appreciated.

    Read More

  • Mc Donald’s Customer Service

    7923 Words  | 16 Pages

    student pack next day I received it. But when I phoned Ford I had to

    Read More

  • Starbucks versus McDonald’s Code of Business Ethics, an analysis

    983 Words  | 2 Pages

    Starbucks not only shapes a defined importance on its product, the coffee, but also the relationships on its partners, its customers and its shareholders to create diversity, “to create a place where each of us can be ourselves” (Starbucks Coffee), to treat all related partners with dignity and respect at the greatest corporate level. In this sense, Starbucks involves its customers, its neighbors and is shareholders to participate in the community to “be a force for positive action—bringing together [its] partners, customers, and the community to contribute every day (Starbucks Coffee).

    Read More

  • Executive Summary Of The Film 'The Founder'

    1140 Words  | 3 Pages

    To solve these issues it would take adaptability and innovative thinking that would result in a big push to advertise a new organic and healthy reputation to the brand, by adding new menu items and sourcing new ingredients, secondly they could invest in lab grown meat in order to appease the demands of sustainable meat production, and thirdly they could revitalise their brand by changing the image substantially but still promising the same

    Read More

  • Starbucks Retention Plan Essay

    1646 Words  | 4 Pages

    Starbucks began its retention plan by analyzing their employees’ needs. The analysis drew variables of importance, such as positive culture, employee development, and benefits. As a result of the analysis, Starbucks CEO, Howard Schultz, came up with a plan to start a long-term retention program in his company. Mr. Schultz made sure that “he made it a point to put himself at the top of a respect pyramid in which he would be sure to be kind to everyone in the company with whom he interacted, with them passing on the respectful treatment, right down to the pyramid’s base”(“How Starbucks retains its employees”). The company also set up an online portal for employee development. Starbucks also launched a program to help its employees to achieve a college education. This educational program sends employees to Arizona State’s online program, providing juniors with free tuition and sophomores with financial aid. As a result of this initiative, Forbes (2015) has named Starbucks as one of “America’s Best

    Read More

  • In Search Of Excellence by Peters and Waterman

    832 Words  | 2 Pages

    Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.

    Read More

  • Case Study:Hindustan Unilever Limited

    1931 Words  | 4 Pages

    They meet everyday needs for nutrition, hygiene, and personal care with brands that help people feel good, look good and get more out of life. They say “Our deep roots in local cultures and markets around the world give us our strong relationship with consumers and are the foundation for our future growth. We bring our wealth of knowledge and international expertise to the service of local consumers - a truly multi-national multinational. Our long-term success requires a total commitment to exceptional standards of performance and productivity, to working together effectively, and to a willingness to embrace new ideas and learn continuously. To succeed also requires, we believe, the highest standards of corporate behaviour towards everyone we work with, the communities we touch, and the environment in which we have an impact.

    Read More

  • Customer Service at McDonalds

    1073 Words  | 3 Pages

    McDonalds believe that good customer service is the responsibility of everybody in the company. Every employee has a part to play in providing with a service with best practise found anywhere in the trade.

    Read More

  • Case Study: Target Market For Starbucks

    903 Words  | 2 Pages

    These are but a few of the many strengths, weakness, opportunities and threats that the Starbucks company may face. This is why a marketing team along with data and analytics is essential to comprising a new product. It requires research, innovation, hard work, and a little luck, the Starbucks Brand is more than just coffee. It’s a simple yet detailed product tailored to meet the consumers need at home, at work, and in between. (Starbucks Corporation,

    Read More

  • Starbucks Case Analysis

    1309 Words  | 3 Pages

    In addition to being best-known supplier of the finest coffee and promising only the highest quality products, Starbucks emphasizes firm values, provides guidelines to enhance employee self-esteem. This is to ensure continued customer satisfaction. Moreover, diversity has become a priority to providing an inviting environment to all consumers. Starbucks continues to abide by a strict, slow growth policy in which they set out to dominate a market before moving on to expand, thus history has shown this strategy to be successful for Starbucks, making them one the fastest growing companies nationwide.

    Read More

  • Starbucks Case Study

    1287 Words  | 3 Pages

    Preliminary Starbucks – one of the fastest growing companies in the US and in the world - has built its position on the market by connecting with its customers, and creating a “third place” beside home and work, where people can relax and enjoy themselves. It was the motto of Starbucks’ owner Howard Schultz and, mostly thanks to his philosophy, the company has become the biggest coffee drink retailer in the world. However, within the new customer satisfaction report, there are shown some concerns, that the company has lost the connection with customers and it must be taken some steps to help Starbucks to go back on the right path regarding customer satisfaction. I will briefly summarize and examine issues facing Starbucks. Starting from there, I will pick the most important issue and study it from different positions.

    Read More

More about Customer Service At Dunkin Donut

Open Document