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Starbucks case studyppt
Role of customer service in mcdonalds
Starbucks case studyppt
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Accolades and Missteps: The Branding Journey of McDonald’s and Starbucks The McDonald’s Story The McDonald’s story begins in 1937 in Pasadena, California. Richard and Maurice McDonald are the two brothers that conceptualized this assembly-lined style of a fast-food establishment, in a small drive-through restaurant (Vignali, 2001). Ray Kroc, in 1954, believed this idea would make a great franchising business; he negotiated with the McDonald brothers to allow him to have exclusive franchising rights within the United States (Vignali, 2001). Ray Kroc’s vision was to create an affordable restaurant where families could enjoy a good meal with their children. Today, the McDonalds restaurant is found in over 117 countries, and the business serves more than 60 million guests a day (Talpau & Boscor, 2011). The philosophy has stayed consistent; to ensure quality product, value, friendly service and cleanliness at any McDonald’s restaurant anywhere in …show more content…
McDonalds began with a plan to ensure a family affordable and fun atmosphere, but failed to make changes to the establishment in the continuum of the times. Although they claimed to be customer focused, McDonalds did not stay current with the needs of the customers; fortunately, when sales began to fall they revisited the original vision of the company and made changes to meet the needs of the customer through building décor, advertising and menu choices (Talpau & Boscor, 2011). Starbucks remained customer focused throughout their history; however, they fell short in respect to advertising (Kang, Adamy & Vranica, 2007). Starbucks believed that by staying low profile on the advertising they would have a stronger appeal because of word of mouth advertising. This worked in the beginning but as competition from establishments like McDonald’s began to offer similar products and upgraded environments, advertising became a higher focus (Kang, Adamy & Vranica,
In 1940, McDonalds was not the multi-million dollar industry that people recognize today. In fact, it started out as a small drive-in style BBQ restaurant, owned by Dick and Mac McDonald, in San Bernadino, California. However in 1948, the entire workings of the restaurant were altered, making it the dawn of the McDonald’s empire. This new drive-in, like other drive-in restaurants of its time, struggled to make a large amount of profit, due to selling low-priced food using traditional methods, which were often labor intensive and expensive. But the McDonald brothers fixed this problem by reducing their menu 25 items to nine items: hamburgers, cheeseburgers, soft drinks, milk, coffee, potato chips, and a slice of pie. Their staple item, the 30 cent hamburger, accounted for 80 percent of their total sales. Later, the brothers altered the production to that of the Fordist assembly line in order to make the whole operation fast and efficient, halving the price of their items, including their prized hamburger. (http://www.aboutmcdonalds.com/mcd/our_company/mcdonalds_history_timeline.html?DCSext.destination=http://www.aboutmcdonalds.com/mcd/our_company/mcd_history.html).
McDonald’s Corporation started out in the way that many businesses do, with one idea and a brilliant mind or two. The year was 1948, when two brothers by the names of Mac and Dick McDonald, set forth with the idea to provide a low cost, quickly produced meal. Thus, the restaurant we know today was born. The menu consisted of only nine items such as: hamburgers, cheeseburgers, soft drinks, milk, coffee, potato chips, and pie. The staple of this menu was the hamburger for only 15¢. In 1954, a milkshake salesman named Ray Kroc stopped by the brother’s hamburger stand to sell them more milkshake machines. Upon learning that the brothers were looking for a national franchising agent, he quickly realized his future would be in
In the movie McDonalds changes the market from lounging teenagers to families. Ray Kroc sees an opportunity to franchise the business, although they had tried franchising before and failed Ray Kroc convinced them to try again and he will be their franchising manager, the McDonalds brothers agreed and entered a contract with him to be their head of franchising, a move that pays off but not for everyone. Although McDonalds have shown that they are able to expand, one of the challenges they face in other countries is that their sales are weak, for example in Japan McDonalds are facing strong competition from Mos Burger. Another challenge McDonalds is facing is replacing humans with machinery.
Coffee, one of the world’s most known beverages. Seen being drinking at work places, colleges, or in the convenience of your own home. There are a variety of companies that provide us the people with coffee. It can be your local market, bakeries, or even fast food places. 3 places that stand out and our known very well for supplying Americans with coffee is Starbucks, Dunkin Donuts, and McDonald’s. From their strategic advertising, deals, and even straight down to the design of their cups, they meet the definition of marketing. We will be examining these 3 companies using the marketing mix which consist of product, price, place, promotion and also cover value based marketing and see how these companies meet these definitions and how they satisfy their customers as well.
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.
A world without the Big Mac, Happy Meals, Chicken McNuggets, and the phrase “I’m lovin’ it,” is almost inconceivable. People around the globe have become accustomed to the high gleaming golden arches that make up the famous emblem for McDonald’s. McDonald’s has grasped the concept that culture flows from power. In this case, the American culture flows through the veins of this fast-food giant and the more that is supplied, the greater the demand. It is no secret that McDonald’s has become one of the world’s largest fast-food retailers. It has become a well known icon that has played a huge part in globalization, with chains located in many different countries… transforming the meaning of fast-food all around the world.
According to Royle (1999) McDonald’s is a very large multinational enterprise (MNE) and the largest food service operation in the world. Currently the company has 1.5 million workers with 23,500 stores in over 110 countries with the United Kingdom and Germany amongst the corporation’s six biggest markets, and over 12,000 restaurants in the United States. In 1974 the United Kingdom corporation was established and in 1971 the Germany corporation was established, currently the combined corporation has over 900 restaurants and close to 50,000 employees in each of these countries (Royle, 1999).
Compare the globalization approaches of Starbucks & McDonalds The parameters to be used for this comparison are:
McDonald’s was the first company to try to export America’s fast food and changes in eating habits to other nations. McDonald’s has over
Overall, how satisfied are you , with [PRODUCT/SERVICE]? Please answer using the rating scale where (5) means "extremely satisfied" and (1) means "very unsatisfied."
Have you ever wondered how the business empire of McDonalds was started? With over ninety nine billion served, it was started in 1940 in San Bernardino, California. It was started off as just a Bar-B-Q that served just twenty items. Its first mascot was named “Speedee” They eventually realized that by setting up their kitchen like an assembly line that they could be much more productive and get their food done faster, with every employee doing a specified job; the restaurants production rate became much higher. A milkshake machine vendor came into their small restaurant one day, his name was Ray Kroc. He saw how much potential the restaurant has, so he bought it out and opened one of the first franchises. Within the first year of Ray Kroc buying it, there were one hundred and two locations all around the world. McDonalds currently is one of the largest fast food restaurants in the world and currently has served over sixty four million customers through one of their thirty two thousand sites. It has almost become a way of life for America. Though, McDonalds started off as a small business between two brothers, it grew into one of the largest restaurant franchises in the world and greatly affects our society and how we eat our food.
With clear core values towards providing quality coffee, the best service, and atmosphere, Starbucks has enjoyed great success since it was founded 30 years ago. The company has being doing very well for last 11 years with 5% or more store sales increase, even with the rest economy still reeling from the post-9/11 recession. However recent research, conducted to Starbucks, have showed some concerns regarding company’s problem meeting customers’ expectations.
In sharp contrast, the McDonalds brand struggles in terms of its customer experience. According to the same American Customer Satisfaction Index Restaurant Report of 2016, McDonalds only managed a mere 71 out of 100 score in the year 2014 while this score even dropped further to 67% in the subsequent 2015 year(Kieler, 2015). As a result, the company comes last in the list of fast food chain companies in the US. Indeed, the McDonalds brand has been synonymous with customer complaints ranging from long queues, poor quality and lack of versatility in the menus(Atilgan et al.,
In today’s market, McDonalds faces numerous challenges such as fierce competition, a more health conscious customer, and the continual need for improved customer satisfaction and menu. McDonalds needs to go through some changes in order to remain ahead in the fast-food industry.
McDonald’s has proven over time that the business practices they utilize work well and have led them to obtaining the title of the largest food retailer in the world. The founder of the company made a tactical decision in franchising the idea of providing fast food at a cheap price. Today, fast food has become a staple of not only American life but a viable food option all over the world. For McDonald’s a critical factor in them reaching the level of growth they currently experience has been franchising. It can be assured that McDonald’s will continue to grow through the usage of the franchising techniques as new food markets continue to develop all over the world.