Former Starbucks CEO calls for revamped customer experience
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- Опубліковано 6 тра 2024
- The former CEO of Starbucks, Howard Schultz, says the company needs to re-focus on its customer experience in the U.S. after the coffee giant underperformed in the last quarter. Heather Haddon, a reporter for The Wall Street Journal, joined CBS News to talk about some of the areas the store may look to improve.
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I like how all these businesses think the problem requires jumping thru hoops and reinvention. People are spending less money across every industry because they are broke, has nothing to do with the window decor in your cafe shops.
And the other solution they all have is 'creep up the prices', after all...everyone else is doing it, why shouldn't we??
U know more than anyone else, what comapnies ceo are u?
Business corporations set price and raising prices, but rarely increase wage. Corporate businesses are directly causing inflation. People buy with affordability.
@@Viv8ldiwhat did he say that wasn’t true?
As a former Starbucks employee, I can tell you from first-hand experience that the problem lies with how disgustingly cheap the company is. You have a company worth 100 BILLION, paying its workers near minimum wage and making ONE person take on 39 tasks at the SAME time because they don’t want to pay for labour costs even though what Starbucks pays its workers is garbage. Also, the news anchor lady is so out of touch with reality, “I thought Starbucks actually pays good and offers good benefits .” Starbucks loves to advertise how they offer all these great benefits but the reality is, the benefits suck.. NOBODY working there makes a living wage and they expect you to learn 20,000 recipes and have VERY specialised knowledge that just isn’t required of any other fast food job
Statbucks is a good job....for retail.
Where does Starbucks pay 7.50/hr exactly?
Here they advertise 16.75/hr+ tips.
@OhioVworld yeah I actually work at one and while it is a very demanding job I make 22 an hour plus tips (which is only like 30 bucks a week) after working there 2 years. Plus the benefits are better than my wife's and she has a "good" job.
Paying $6-7 dollars for a drink should get me a more than just a receipt and a option to add a tip.
$6-$7 will get you a small expresso type of drink at best. 😳
we'd be more impressed if Starfucks had a revamped employee experience. those poor kids are treated like slaves. we've all seen it standing in line.
I quit going to Starbucks a few years ago….TOO EXPENSIVE, too much tipping. I bought a nice Breville machine, now get Starbucks beans at Costco….SAVE tons of $$$$$$
I hate the tipping situation at Starbucks. It’s like they take longer if they don’t like the tip.
👍👍👍
YES paired with a change in attitude and risk of alteration with the drink. I am extremely nice and they can be. However, once they see no tip their demeanor does a 360. I used to work for Golden Corral and there were many times people never tipped but that didn’t change my attitude. I knew I needed to make changes in my life to get a better job and did so. This was a job to get me through college. I work for Centene Corporation now and currently in nursing school (two careers that are heavily involved with a customer/patient experience) so every dollar matters. I know they say well just stay home if you can’t tip, if that were the case they may not have a job. I ALWAYS tip at a restaurant but these other places I’m like, yeah no. To me a Starbucks drink is a reward because it is very pricey.
@@Tvso9813 I agree. I’m done tipping at Starbucks. I’ve never tipped anyone at McDonald’s and they treat you better.
McDonalds doesn’t require you to learn 50,000 recipes and be able to modify and customize a meal to 135 degrees, upside down, half oat, half almond milk, cup lined with caramel, modified flavor cold foam, half caf with extra cinnamon powder but not too much extra.. Yeah spoiler alert, the drinks take time to make, they have to be individually hand-crafted, and you’re dealing with an extremely high volume of extremely picky customers for minimum wage.. Maybe go work at one and let’s see if you still have the same attitude about the “tipping” situation 😂
This is not true..... starbucks keeps adding drinks to the menu, and we don't have extra partners on the floor. We do NOT expect a tip. Also, it's you customers who order 4 different drinks can't complain about wait times. Especially if you don't order coffee. Starbucks is moving away from coffee and becoming a fun drink place for adults and children. Have a good day.
The coffee customer service is DEFINITELY lacking and I think that's a smart first step
The Starbucks I worked at was that it was very short staffed and that was one of the huge problems, but a lot problems stem from them hiring alot of kids who don’t take the job seriously plus customers were also rude and pretty picky .
High minimum wages can hurt a companies profits.
That too
You get what you pay for.. Starbucks pays garbage wages but they require more specialised knowledge than is required of any other fast food job.. I don’t think people are aware of the fact the drinks don’t get made with the push of a button, they actually have to be hand-crafted individually and customers are extremely picky, entitled, and rude there
I don’t pay $8 to get my coffee and go, I pay to enjoy the ambiance and drink it on site. For coffee on the go, I will make it at home and keep it hot in my Yeti. My coffee is better anyway.
Deleted that app a couple of years ago and haven't looked back 🙂
Same, no more trying to fill up the golden star cup or reupping just because my balance is low.
Nahh too expensive, its not organic... should not be 2k calories in a drink... Im never going back!
👍
Lol, it really isn’t even organic.
U sound very intelligent
Product not being available is a huge problem...even at stores that aren't high volume. And at the busy stores customer service really goes out the window. We lost so many stores in Toronto during the pandemic and it was a really bad idea.
If they lowered prices they'd be slammed. Every store.
These 3 things are why they are failing! #1 Taking all electrical outlets out of the stores,(your laptop customers spend $20+ a visit on average #2 Prohibiting the baristas from decorating the bar glass-this used to have fun engagement and decor #3 Closing locations and replacing them with 200 sq ft stop and go. I replaced them with a nice local spot and a cheap we work membership
Learn to treat your employees better. That will automatically improve customer service.
The App is pretty quick to me. I don’t usually have to wait too long. Having a long line means you got demand. How fast do you want the workers to go?
Was a heavy Starbucks drinker for years, was quite addicted to having my coffee everyday.. haven’t bought Starbucks in weeks now and have no desire to after finding cheaper and better coffee elsewhere. The only thing Starbucks offers is convenience bc they are on every corner
I felt the company after working for over 4 years and have been wayyy happier since
Revamped customer experience is CEO talk for kiosks
Why do you need insurance when you can’t even pay for groceries for your family and yourself, or pay your rent and these CEO and shareholders make billions in bonuses, nonsense. The regular barista is doing most of the crazy work and doesn’t get paid enough.
STARBUCKS, will eventually add Robots to the Company.
Still sells good Coffee but the environment is terrible. I have no desire to go there anymore so I don’t. I’ve almost forgot they exist
I agree, Senior Leaders need to spend more time in stores. They don't have a clue about what's going on. Store managers need to be more hands-on, especially those who are outside hires. Starbucks is so concerned with also "cutting labor" and expects partners to serve the customers, keep the store clean, and close the store on time.
They need to raise their prices. 10 years ago a latte was $5, now it's $7. Back then it was a premium product. Now everyone buys them and it has lost its prestige. If they raise prices to $9-10 it'll bring back the experience of going to a Starbucks with a high class ambience. The lines won't be so busy, you can actually have a conversation with the barista or the customers.
😂😂😂😂😂😂😂 this has to be trolling
Been going every day for 24 years. The Mobil order killed the customer experience. People who Mobil order show up and pick up their food and coffee and leave. They don’t have to talk to anyone. I go every day one hour before work. I get the customer experience. You need to show up at 5am-7am for it…
Sorry …I can’t afford the six dollar soy latte anymore 😢
i stop going to starbucks, because of traffic and wait time.
These poor shareholders should really be given an intermission inbetween acts
Their coffee drinks are just ok. Plain black coffee is always too hot, too acidic, and bland. Bad business model because their money is in the real estate locations. They waste too much money on to-go cups and other paper garbage. Their staff is usually young and underpaid and they have nothing to sell that they would eat. But the CEO wants a change?
Starbucks health insurance is only 30$ cheaper than buying from the marketplace. Negligible difference considering the health problems the job stress causes due to lack of staffing.
Less ice more money think about it
I haven’t stepped foot inside a Starbucks in years…it simply doesn’t appeal to me anymore…
U r a very important person
Corporations -Too big too care until it affect their profits.
Yeah there needs to be a reason for me to go there. To be honest I don't think I've been to one in over a year.
Terrible coffee, tastes burnt, homeless hanging out there, attitude of the barista's ... no thanks.
It’s not just star bucks. It’s most companies now
They need to fix their rewards too got all these tiers no birthday drink and points expire before I get to use it smh been making mines at home and haven’t looked back
I have an old-fashioned Bialetti espresso stovetop pot. That & Cafe Bustelo or Pilón plus half & half works fine.
The culture stoped brewing years ago and has now gotten bitter. The roots were the investment into the apron and not the “maniacal” approach with customers 😞
you have no idea what you’re talking about that has nothing to do with it. They’re about to start automating it anyway so none of that matters. None of these jobs are gonna even exist soon. The prices are just too expensive.
these two keep talking over each other . . . .
Employees have to do more. Not just be paid more. We all do. Find efficiency and productivity. Employees that are more capable will earn more. Employers that enable their workers to work efficiency will make more. Maybe more automation. Streamline. I don't know. I ain't their ceo. You all gotta do more. We all do.
Starbucks should open more Cafe in Japan, Nagoya (Sakae), Osaka (Doutonburi area and even Umeda area) There is great demand there and queues are too long. There is business in Japan, but expansion is slow. The japanese young people like Starbucks.
Mostly now, you buy at kiosks and online/with the app. So, the baristas can just focus on filling your order and making for you their excellent coffee. I also think most customers now don't sit there. They take the coffee to go. I think some customers won't change so Starbucks will have to just shutdown the old way of doing things. Maybe they'll only have counters and no tables or chairs inside. I always try to tip. Having many 'cheap' customers isn't good for business. I think you want customers that come regularly and are willing to spend and appreciate the establishment.
Could be a good answer
Attitude Determines Altitude .... Starbucks Can Definitely Improve
Canadians 'Double Double' 🤣☕
I'd like more details about employees' sexual orientation and political agenda. That would give me a warm feeling better than coffee.
I see Starbucks understaffed which results in long wait times and FILTHY stores… Walmart has cleaner bathrooms!!
People still go to Starbucks? 🤔
coffee is so water down or full of sugar.
2:53 "a job like that goes"
What does this mean? There's still a lot of preconceived notions about role of labor.
Entry level no experience required retail type
Maybe stop making it feel more and more like McDonalds as time goes by, and like a Coffee place again?
But that won't happen when they're talking about quarterly performance. They'll just double down on the Meatgrinder handle turning and inflation price creep. Because 'Customer Experience' and 'Quarterly Report' are almost always mutually exclusive terms here in 'Murica
So annoying
My last Starbucks visit was 4/2/2/24 and I haven’t been out there since. No more Starbucks, ever again.
Might want to edit that date a bit just saying
Make Starbucks just a to go place. Most Starbucks here in CA are full of crazy homeless people. Not a place that you can drink coffee in peace. Most are so dirty. Also, get rid of the tip option.
get better coffee
I like starbucks coffee for its taste; genuinely liked their coffee and americanos. Storefronts however are turning into fast food joints and offices for people who can't pay for their own wifi. Compared to the storefronts in say Asia, the North American versions are just... 7/11.
❤ Yes ! Go back to making. REAL. COFFEE and leave the fake drinks too ............ 😊
Whose still drink this junk? Expensive and the quality suck.
❤ Starbucks is the best
Someone in the workplace learn to make coffee I got skills using UA-cam it shows you how to make special coffee drinks when I’m in the mood I make coffee drinks for them it that simple where they don’t have to go out and spend money.
How about stoping hiring a culture of rude and dismisive teenagers. I feel like folks who work there generally arent happy snd usualy pretty short with people. I never go to startbucks. I like real coffee shop.
their coffee is obviously loaded with chemicals and it's over priced. i only order on the app cause depending on my schedule it can be convenient to pick up a coffee while im out in the town. i don't really care about what the employees look like, it's all aobut the price, the convenience, and the quality of the product loaded with chemicals isn't high quality.
Stop charging for alternative milks maybe. Preferred sbux in the UK.
Female anchor full blown NPC "starbucks pay is pretty good, they have health insurance" LMFAO you go work there then.