Predictability

I found the following quote on the web, an article from the UK dealing with the connection Starbucks achieves with its customers. Our mission at Ross is essentially the same. We continuously remind our team that we aren't selling ink on paper as much as a high level of confidence and trust to our friends.

Every transaction must validate our customer's perception of our level of service and quality. Our investments in new techology including roll and sheet digital reproduction and web-to-print tools merely enable quality and cycle time expectations necessary with today's "time-to-market" and supply chain issues.





Simon believes Starbucks succeeds by "selling comfort" in an anonymous, often dislocating world. He says he has lost track of the number of times people have told him that when they traveled to a strange country, "the first thing I did when I got off the plane was go to Starbucks."

"There's a deep sense of unpredictability in the modern world, and what Starbucks provides a lot of people is predictability," he said.