Starbucks has optimized their drive-thru customer experience by adding customer-centric solutions including video screens to leverage the customer-barista connection and their mobile ordering and payment system among others. As a result, Starbucks has accelerated throughput, increased transactions and generated incremental sales. The dramatic business improvements have initiated the largest capital expenditure in Starbucks history – an investment to ensure an aggressive expansion of the number of Starbucks locations with an optimized drive-thru.
How did they accomplish such enviable results? By recognizing that the drive-thru is actually a collection of many different and distinct customer zones. King-Casey worked with Starbucks to apply its proprietary COZI® methodology to dissect the drive-thru into key customer operating zones and to develop optimized zone-specific strategies for each zone based on customer needs, attitudes and behavior. Messages are now cognizant of customer attitudes and behaviors, and are tailored to meet specific, zone-appropriate business objectives for the brand.
Free 5-Page Case Study
Read about COZI® and this zone approach and other key customer-centric solutions Starbucks implemented. Learn about some of the big “aha moments” that contributed to their success. Just click on the image of the case study.
Ready to Optimize Your Drive-Thru?
If you would like to discuss how King-Casey can help your brand get similar results, please contact Howland Blackiston, Principal. Email hblackiston@king-casey.com, or call Howland at + 1 (203) 571-1776.
About King-Casey
For more than half a century, we have been helping companies build competitive brands by dramatically improving the customer experience. Our highly creative solutions are firmly grounded in insights derived from hard data about consumer behavior. Our solutions are designed to delight your customers and help you achieve your business objectives. We provide a complete range of services including assessment, research, branding, store design, path to purchase and menuboard optimization. We will help you develop creative, innovative solutions that result in increased customer loyalty, higher sales and greater return on investment. We can make a positive impact on your business while exciting your customers with fresh, innovative and competitive design solutions. Be sure to visit our website: www.king-casey.com.
For more information please contact:
King-Casey (USA), Howland Blackiston, Principal, T: +1 203 571 1776
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