Brand Loyalty Study Stats

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	Brand Loyalty Study Stats

juliapatriciaroy

5-21-2007 11:32 AM

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tags:

branding study consumer

juliapatriciaroy says:

Dunkin' Donuts beat out Starbucks on the East Coast for Customer Service!?!?!

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5-21-2007 4:13 PM

egoldstein

This helped Dunkin' Donuts dethrone category giant Starbucks in terms of loyalty

I'm glad to see this. In nyc, the employees at starbucks are pretty bad. They typically seem disinterested and are fairly inattentive. I typically take my business elsewhere.

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<div style="margin: 12px 0px; font-family: arial; color: #333333; background: #ffffff; border: solid 4px #e5e5e5; width: 100%; clear: left;"><div class="CM_CTB_Content_Wrap" style="margin: 0px; padding: 0px;background-color: #ffffff;"><div style="border-bottom: solid 1px #dcdcdc; white-space: nowrap; margin-bottom: 8px; background-color: #eeeeee ;background-image: url(http://clipmarks.com/images/source-bg.gif); background-repeat: repeat-x; height: 24px; line-height: 24px; vertical-align: middle; padding-bottom: 4px; color: #666666; font-size: 10px;" ><a href="http://clipmarks.com/clip-to-blog/" title="see clips that are hot right now"><img src="http://content.clipmarks.com/blog_embed/940f0ee0-cc49-472b-af40-0b3ee26255fb/065059CC-EC95-4A6F-836E-C09DBD23B314/" alt="" width="19" height="19" border="0" style="vertical-align: middle; margin: 0px 4px; display: inline; border: none; float:none;" /></a>clipped from <a title="http://www.brandweek.com/bw/news/recent_display.jsp?vnu_content_id=1003579330" href="http://www.brandweek.com/bw/news/recent_display.jsp?vnu_content_id=1003579330" style="font-size: 11px;">www.brandweek.com</a></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://www.brandweek.com/bw/news/recent_display.jsp?vnu_content_id=1003579330">Customer service is becoming the 21st century surrogate for brand differentiation</blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://www.brandweek.com/bw/news/recent_display.jsp?vnu_content_id=1003579330">Because there really is a leveling out in terms of the delivery attributed against the four Ps—Place, Product, Price and Promotion—service has become the differentiator</blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://www.brandweek.com/bw/news/recent_display.jsp?vnu_content_id=1003579330">In the coffee and doughnut chain category, customer service moved from the third most important factor to second. This helped Dunkin' Donuts dethrone category giant Starbucks in terms of loyalty. The East Coast chain scored 115 compared to the global juggernaut's 112. "Starbucks has begun to sacrifice the in-store experience. No longer are they grinding the coffee or pulling the shots for espresso," said Passikoff. "You used to have something to watch. And now it doesn't feel handcrafted anymore, which was the reason you [were willing to] pay four times the price of a regular cup of coffee."</blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://www.brandweek.com/bw/news/recent_display.jsp?vnu_content_id=1003579330">Target ruled the roost, snagging a score of 120 to beat out Costco (118), Wal-Mart (117), Kohl's (116) and Kmart (110).</blockquote></div><div style="margin: 0px 6px 6px 4px;"><table style="font-size: 11px;border-spacing: 0px;padding: 0px;" cellpadding="0" cellspacing="0" width="100%"><tr><td style="background:transparent;border-width:0px;padding:0px;">&nbsp;</td><td align="right" style="background:transparent;border-width:0px;padding:0px;width:107px" width="107"><a href="http://clipmarks.com/share/065059CC-EC95-4A6F-836E-C09DBD23B314/blog/" title="blog or email this clip"><img src="http://content9.clipmarks.com/images/c2b-foot.png" border="0" alt="blog it" width="107" height="17" style="border-width:0px;padding:0px;margin:0px;" /></a></td></tr></table></div></div>

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