Starbucks: In customer experience, lines affect the bottom line
Those of us in the customer experience discipline are often asked: "Customer experience is all well and good, but can you really quantify how it relates to the bottom line?" At which point we usually have to pull out conversion rate diagrams, Net Promter charts, historical industry correlation plots, and other mind boggling tools to try to make our case that good customer experience helps ROI and a bad experience can hurt it.
Except now, instead of charts and graphs, I think my industry colleagues and I will just tell this story from last week's Starbuck's earnings call: Starbucks Blames Setback on Frappuccino Queues
A tasty product, but apparently a bad customer experience (leading to abandonment before purchase) because the lines were too long.
