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Fred Jacobs is President of Jacobs Media, a media research and consulting firm. Jacobs Media clients have included CBS Radio, Premiere Radio Networks, Citadel, Greater Media, MTV Networks, Playboy, Amazon, Electronic Arts, NPR, Sylvan Learning Centers, and Taubman Malls. Learn more about the company here.


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Jordan Guagliumi

On Wednesday 1/18/06, I used the drive-thru of a new Starbucks here in Nashua, NH. After ordering a fancy $4+ white chocolate mocha venti, I informed the woman it was my birthday and that I was splurging on something to eat. She recommended some "low-fat" coffee cake that tastes like regular. OK, I'll try it. I drove up to the window, she and another employee wished me a happy birthday, and then they wouldn't let me pay. I was shocked. This would never happen at Dunkin' Donuts. I am not sure if I was surprised that I was getting a free breakfast on my birthday, or if Starbucks really empowered their baristas to be able to do something like this. Regardless, I'll think twice before I hit DD's again where my simple order rarely even comes out right.

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