STARBUCKS OMNICHANNEL STRATEGY USING CUSTOMER JOURNEY MAPPING (KEY IJP************735)

• Dinesh B,Mrs.t.sreegeetha,Dr.p.suganya,Raghul R

Abstract

This article explores Starbuckseffective implementation of an omnichannel strategy to enhance customer engagement and satisfaction. By utilizing Customer Journey Mapping (CJM), the study identifies touchpoints in the customer experience and examines how technology facilitates seamless interactions. Through qualitative and quantitative methods, insights into consumer behaviour and preferences are derived. This article seeks to provide valuable implications for businesses aiming to optimize their customer engagement models.