Former Starbucks CEO calls for revamped customer experience

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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[@gringoboy701]

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.

[@BookJay35]

Paying $6-7 dollars for a drink should get me a more than just a receipt and a option to add a tip.

[@arthurgarcia7850]

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

[@citoyenjoseph]

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.

[@bngr_bngr]

I hate the tipping situation at Starbucks. It’s like they take longer if they don’t like the tip.

[@eddieg6436]

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 $$$$$$

[@Adrian956txs]

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 .

[@min2oly]

Deleted that app a couple of years ago and haven't looked back 🙂

[@BuyLessJess]

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.

[@kurisuchan07]

The coffee customer service is DEFINITELY lacking and I think that's a smart first step

[@DokisKalin1]

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.

[@tnnsboy18]

Nahh too expensive, its not organic... should not be 2k calories in a drink... Im never going back!

[@ishab745]

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

[@puddingpop6058]

If they lowered prices they'd be slammed. Every store.

[@_shellaney_bryan1960]

I felt the company after working for over 4 years and have been wayyy happier since

[@lynwill9946]

Learn to treat your employees better. That will automatically improve customer service.

[@Jnoel608]

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?

[@paperhanger29]

Revamped customer experience is CEO talk for kiosks

[@orangeflip10]

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

[@VannaWong]

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.