Como Starbucks tomo la senda equivocada, exprimiendo a sus clientes y tratándolos como rebaño. Resultado? Devaluación de la marca y huida de clientes.
Starbucks is struggling. It has strayed from its successful strategy of offering customers exceptional experiences and, in the process, has commoditized itself. This article analyzes where it went wrong and offers ideas for how the company can turn itself around. It holds lessons for other companies…