http://stephaniefierman.com/starbucks-wanders-off-its-core-brand-promise.php Building successful businesses and brands - one customer interaction at a time Tue, 08 Nov 2011 16:25:27 -0700 hourly 1 http://wordpress.org/?v=3.1.1 http://stephaniefierman.com/starbucks-wanders-off-its-core-brand-promise.php/comment-page-1#comment-531 Scott Shamberg Tue, 24 Mar 2009 15:28:25 +0000 http://stephaniefierman.com/starbucks-wanders-off-its-core-brand-promise.php#comment-531 Stephanie - Great post and I do think you hit at the heart of ow they got to where they are - abandoning the core customer. To me they always were about the experience and if they were to go back to that, as you say, around customer satisfaction and service, then price would not be as big of an issue. My comments in my post about the brand were not to say that price is the problem - my argument is that Schultz sees price as the problem when in all honesty I don't think it is. But he reads the Journal, reads feedback that they are expensive and immediately goes to that. I think people will pay $3 or $4 or whatever for the coffee if they still like the experience. Stephanie – Great post and I do think you hit at the heart of ow they got to where they are – abandoning the core customer. To me they always were about the experience and if they were to go back to that, as you say, around customer satisfaction and service, then price would not be as big of an issue. My comments in my post about the brand were not to say that price is the problem – my argument is that Schultz sees price as the problem when in all honesty I don’t think it is. But he reads the Journal, reads feedback that they are expensive and immediately goes to that. I think people will pay $3 or $4 or whatever for the coffee if they still like the experience.

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