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The Starbucks effect: Use names, not order numbers

People had a 82.5% stronger preference for a patisserie when employees called out the customer’s first name (vs queue number) to give out orders.

Author

Thomas McKinlay
October 22, 2024

Topics: Customer Experience 
For: B2C. Can be tested for B2B
Research date: June 2024
Universities: University of Urbana-Champaign, Cornell University, The Ohio State University, University of Vienna, WU Vienna

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