"During his first week on the job, Mr. Niccol panned the Starbucks store experience in a letter posted on the company's website: It can feel transactional, menus can feel overwhelming, product is inconsistent, the wait too long or the handoff too hectic."
"I will go to four or five Starbucks in my local area and have the same experience. I check the app right before I go inside and it says it's there, but when I arrive, the people working there say, Oh, we don't use or look at the app.'"
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