"Starbucks CEO Brian Niccol has spent more than a year turning around Starbucks. A Reddit thread made him feel that the effort was worth it. In an interview with The Wall Street Journal released Monday, Niccol talked about his "Back to Starbucks" plan, which involved getting the brand back on track after several quarters of poor sales. As part of his plan, he has tried to make Starbucks cafés warm and inviting third places, and made several changes to that effect."
"He said that he was reading a Reddit thread about people going through the interview process for a role at Starbucks, who asked questions like, "What's one of the questions I should be prepared for?" Niccol saw that people had responded, "You better be prepared to talk about how you like customer service." "And so when I saw that in the Reddit thread, I was like, OK, we're making progress on what the standard of service is that we want," he said."
Brian Niccol implemented a Back to Starbucks plan to revive the brand after several quarters of poor sales. Niccol focused on making cafes warm, inviting third places by adding seating and dine-in areas, offering free coffee and tea refills, and encouraging baristas to handwrite friendly notes on cups. A Reddit thread advising job candidates to emphasize customer service served as a visible signal that service expectations were shifting. Starbucks previously faced criticism for long wait times, subpar products, and a soulless-chain reputation. The turnaround has continued for more than a year with modest sales improvement.
Read at Business Insider
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