Starbuck’s New CEO Started This Week
- The AHA Group
- Jan 28
- 1 min read
What greets him is two quarters of declining sales and pressure to turn around a series of downward trends in revenue and loyalty.
He just released a memo outlining his top priorities, and his playbook is squarely focused on the customer experience.
As someone who designs customer experiences, I applaud his approach to getting down to the essentials, doing them well, and understanding that revenue is directly related to customers deeply connecting to their local experiences!
Starbucks is going after:
☕ Empowering Baristas to take care of customers.
☕ “Get the morning right, every morning” - deliver on product expectations.
☕ Re-establish Starbucks as the community coffeehouse. Expect to start hearing “third place” again, as the local coffeehouse experience gets reimagined.
☕ Telling the story of Starbucks: it’s role in communities, special experiences, and expertise in the craft of coffee.
There’s no question that these are going to require a big lift, but Starbuck’s knows that if you want to win your share back in a premium segment, you must win the heart, earn the loyalty, and delight the tastebuds of the customer! Anything less, and you’re just a Cup of Joe.