Starbucks has to decide whether they're an experience brand or product brand, says Peter Atwater
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- Опубликовано: 4 июн 2024
- Peter Atwater, William and Mary adjunct lecturer of economics and ‘The Confidence Map’ author, joins 'Squawk Box' to discuss the troubles facing Starbucks after the company reported the worst quarterly performance since the pandemic, the management issues facing CEO Laxman Sarasimhan, and more.
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They just need to lower their prices. I'm not thinking "Experience brand" or "Product Brand" when I go there.
People used to go there to read a book--now its just a pickup line for app orders
unless there is a depression, prices never come down. You now have more pressure to raise wages for all fast food workers now
Not about lowering the price if they do just that they will be soon gone.
@@Dan-lq6dg Yeah and boy are they getting ripped off. I found a starbucks bag outside an apartment complex...two beverages...$18!!!
@@navsofour2892lets hope
the average customer is boycotting
The current CEO of Starbucks is clueless. Let him go.
The damming part of that is Schultz really thought he was great. Now it looks like he might need to come back if things don’t change despite vowing not to return.
How did no one see that Narasimhan is completely useless?!!
@@xlortiz No one is useless. He is a valuable asset for those shorting SBUX
:((
@@_starhelix He is already back once. Do not bring him back again. Need fresh young blood. If situation does not improve, there will be an activist on the board room. Nelson Peltz may help.
Starbucks prices are actually lower than many independent coffee shops now.. The problem w/ Starbucks is: 1. Overall cafe is dirty 2. Dirty Tables 3. Dirty Restrooms 4. Unfriendly servers 5. Overall poor unsafe / undesirable environment to sit in. 5. Very confusing / unusable rewards program 🙏
Are the dirty tables common among franchise stores too? I have went into a few licensed stores and they have exactly this problem, along with indifferent and awkward baristas.
The two in our area are spotless and staff is friendly. They're not all bad.
Bring back BILL ACKMAN
@@power2me1 not all....but most. their revenue numbers don't lie.
Paying your staff a decent wage would help.
I am from Europe and I agree with that, the stores are not that clean and tbh the spaces are not peaceful or invinting to stay there, they are always loud and overcrowded
sounds like a popular business. is quiet and empty something shareholders desire?
@@power2me1 sounds like you are delusional. the stores are uninviting and loud. they scream gtfo to customers.
@@power2me1 That is such an American thing to say...the louder and more annoying the more profitable for shareholders lol.
@@silvertone1 crowded = customers, it's not that complicated.
@@silvertone1 Why do you guys have such a big chip on your shoulder about Americans?
What experience????
This is what happens when you don’t build an organization internally and it’s too dependent on an iconic ceo/founder. Without Schultz, Starbucks is not Starbucks
Its also generational trends. No brand has an innate right to dominance. Starbucks is an old tired brand and their coffee sucks.
I agree, but I view this as a compliment to Mr. Schultz. Maintaining tradition can be every bit as important as adopting change. Change is good when there is improvement. But change for the sake of change (which happens so often today in so many things) is rampant stupidity. If I drive my EV car to the park instead of walking, I would be changing, using new technology, but to what end? I prefer a pleasant walk to the park without distractions, as I would prefer my experience to be at Starbucks which has provided an excellent product and service for these many years.
The board at Starbucks has to decide if they want this clueless clown for a CEO or replace him before too much damage is done.
India is a Land of Tea not coffee,so
I am so disappointed with the management team. Any HUGE surprise to investors is not responsible. Coffee beans consist only 3% of their cost. We are not their ATM.
The problem is Starbucks turned their spaces into sterile pickup shops when they used to be the third place to hangout. Why would I spend $7 on coffee at a place that just wants me to leave?!?! 🙄
The mobile order experience disrupted tht
They need Jensen Huang to run Starbucks, he worked as a busboy and dishwasher at Denny's.
Schultz's experiential coffee days were great but going to Starbucks is very transactional now and the operations need to reflect that with some more automation and efficiencies i.e. something akin to when Chipotle set up dedicated take-out stations in the kitchen. Sbux should also bring back the condiment stations so I can put my own cream or sugar in coffee- no need for barista's to do that on in-cafe purchases/pick ups no matter the savings
they won't do the things needed to turn it around. the management team is clueless.
They discontinued the self-serve cream, milk, etc. because of "hygiene." Absurd!
@@warrenhurley5787 I was hoping when they restarted accepting customer cups then the self-serve stuff would return :- |
Starbucks coffee is just too expensive. I absolutely love coffee and will drink many cups a day but I’m not going to pay extortionate prices “for an experience”. I just want my coffee.
The experience happens only if you sit in. If you take out coffee or do drive-through it is just a cup of coffee, and not necessarily a good one either.
Bring back Howard Schultz!
Did you see the Starbucks CEO on Cramer? I wouldn't hire that bumbling fool to run a Starbucks location, let alone the corporation. He was laughable.
The fact is, Starbucks used to be a great place to go with premium experience that aligned price and product. It isn't any more. Now its a 'line forms left' experience that feels way more McDonalds and a lot less premium.
SBUX need to ditch the CEO and up the Operational Service and Experience level for their customers. Their stores have become the equivalent of premium priced generic soda. Expensively ordinary.
Overpriced sandwiches and cakes that cost a fortune and the coffee is just average - most of the time done quickly/ without love or badly and dumped in a cup for which I pay £5 (for a small one without any extras). The baristas are always overstretched and those that are not are not keen to clean up the mess that others leave around. It is doomed for failure.
The didn’t mention the main issues. The coffee is bad and people are tired of the tipping.
They have coffee there? It's mostly desserts 😂
Nobody is tired of tipping. You're watching too much youtube and internalizing it as reality.
Lines at Starbucks means there is demand.
Way to talk out of your ass. Lineup at my starbucks is clearly due to lack of competent staff and nobody knowing where the hell that line actually is. Its LESS busy than other coffee shops without a line.
Can Howard Schultz un-retire again?
Maybe but probably he does not care about the $14.6M /yr
What is the tipping point in the cost for a cup of coffee?
Under $3 for a coffee is a good price..
Good save Peter lol, William was about to put his whole foot in his mouth 😂
Bring an insider with technology vision, maybe from Mcdonald or Chipotle?
These guys are great for my mornings 😆
Starbucks was expensive before the big minimum wage hikes were passed.
Experience in coffee?? You can make it at home for a fraction of the cost!😂😂
Trust me, we've all tried a million times. It impossible to make it as good as coffee shops...even when we take the coffee from the store home it sucks in comparison. Its one the world's great mysteries.
They need to just get back to the simple fundamentals. They’re over complicating the brand with all new menu items etc.
Companies keep passing costs to customers, Starbucks started charging tips - which they had never done in the past - instead of paying decent wages to their employees. Now, the customer has to pay $10 bucks for a simple small coffee when inflation is raging, so they will obviously cut down on buying coffee... Stop passing everything to customers and pay employees better wages
Just like any small business around the local community, downturn...
Given their current product menu and customer experience, their closest competitor is Baskin Robbins. They definitely aren't a coffee shop anymore...its pretty ridiculous at this point. Do the baristas even know the difference between espresso drinks or just how many scoops of ice cream and syrup to put in each oversized cup?
Starbucks used to be the coffeeshop experience. Now, they won't touch your travel mug (they use a plastic contraption to hold it) and they don't let you put your own cream/milk into your coffee. Half the staff wears masks and everyone is apparently afraid of germs. They've destroyed their brand, sad!
For me their staff is just the worst...as if they choose based on bad personality or are trained to be introverted shy miserable drips.
There is a lot of competition out there with reasonable coffee, probably the experience not as good but half the price, so it works. Even if you sell an experience it has to be flawless and there is so much you can ask for it.
starbucks ceo: do not redeem the card!!
poor customer Service, sound like the board needs to be removed.
The baristas are surly, won’t make eye contact, will not smile or make conversation with the customers. Their attitude is, ”NEXT!” This is not the way it used to be in years past. The baristas were friendly and welcoming.
You can tell laxman works on hubris when he suddenly asked to grow India store count without understanding it's macroeconomics. A man working from hubris.
HELO Starbucks are you listenting WE are in STAGFLATION. You know the 70`s when there was no Starbucks in my Cali anyways AND we drank instant sanka. SO Starbucks needs a simpler sorta more to the people basic hot and cold brew options. Move with the time kids.
and the BOD did not care the former CEO was a cult leader when interviewing him??
Hm..I’ve been going to Starbucks more this month because of finals 🤔
i spend $200-300 a month at tim hortons lol...insanity...thousands per year.
Good news.
I cannot eat any of their food selections - anyone who has to avoid sugar or gluten / dairy is not able to order anything there . Much of the USA is needing plain meat and veg - or fruit - can’t eat bread and cheese sandwiches
If you "enjoy" your Starbucks "experience," well that's just sad. Also, putting oil in coffee was never a good idea; huge sell signal that.
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Starbucks employees expect to be tipped before they even make the drink for you. What a terrible business practice they they say is Corporate directive. No longer go there
Keep boycotting y'all! It's working!
Overpriced bitter coffee. They better be an experience.
Are we not going to talk about the boycott.
In Canada Starbucks is a mess...disorganized, unfriendly and tables are ridiculously tiny.
Im at Dunkin donuts
the old wrinkle nearly fked up there
this is what happened to GE. Jack was larger than life and he was able to still run the company via proxy... mgmt ignored new ceo and would literally be talking to Jack and do whatever they wanted... Same way Jack ruined GE. Howard will run Starbucks because he can't let go....
Who in the world hired that CEO? Seriously - he was the top candidate? They actually thought he was comparable to Howard Schultz?!
Narasimhan is garbage
Laxman is an operator. Just like his predecessor Kevin Johnson. He is not a product or service guy. Schultz yet again failed to appoint a right person. Starbucks is no longer in a high growth mode like they were, so they need a different kind of leader than 10-15 years ago. Also, please get rid of the tipping screen! It has completely changed the customer dynamic.
I stopped going to Starbucks when they brought out the paper straws
Good. You were obviously drinking the unhealthiest crap anyhow. You aren't supposed to drink anything with a straw as an adult..its all very very fattening sugary milky garbage your body will not appreciate. Drink a black coffee like an adult, you'll actually benefit from its effects not suffer.
That’s only places that require it, we don’t have paper straws at our location
Would not go anywhere near the stock. Unless you want to see your money going to zero and then you just like scratch your head.. 🙂
Lmao NOT THAT THERE'S ANYTHING WRONG WITH THAT
Look up the wiki of the CEO, he worked for McKinsey . Layoff coming , guys !!!
Porsche is 80 they desrve to be 100 😂😂😂
Ummm.... its the economy, less people want to pay for overpriced coffee ☕
Starbucks went too far with their price gouging. Why support a brand that elects to "take profits" from consumers b/c they can. I prefer to support fine American brands like Tesla that seek to make life more affordable for consumers.
Were you joking about Tesla? If not jesus christ man..just wait until Chinese EVs show up..only then you'll realize how much Musk has been ripping everyone off.
'Experience', its coffee ffs.
Starbucks is the dennys of coffee experience. Low quality coffee, poor experience, soulless and expensive. There are so many better coffee experiences out there. Starbucks rested on their laurels of success. And its costing them. Big time.
Their prices going up four times of the inflation rate is the problem.
You can't increase prices by 75% in less than 3 years.
I'm not coming!!
So many words, so little meaning. You can see the guy is some kind of a coach teaching (over)confidence - which is needed to talk so much while one knows so little
Experience brand 😂😂😂😂 they sell coffee and if my wife anything to go by they losing customers she went everyday and now goes never 😂
Starbucks needs to condemn Israel war crimes.
I would bring Howard back in an instant. He created the company from nothing.
Simple answer: muslim all over the world is boycotting Starbuck
In malaysia, rhey are losing money
Not just Muslims, many other people are voting with their pockets
who gives af what Muslims do
@@RoTelnCheese I'd estimate HALF+ of Tim Hortons customers near me are indeed Muslim. They drink a lot of coffee, tea, lattes, espressos..and they are still all working hard out for 10-12 hours every day unlike other races who prefer to sit at home.
As a long time Starbucks person. To go and sit with my coffee and drink my coffee with my friends and read the paper. Is my week and Pvt time. The staff is great and You feel at ease. The problem is that they are going through a money move more than the experience of the setting. The PC is working against the company and not explaining that your Starbucks points are being taken away from you with out telling you. Makes you feel like your just ripped off. By the big business. The Starbucks by me is clean and the staff great. The problem is the people who believe that they are still doing the PC games ( drug) in the bathroom and they can tell you what they want? I say maybe PETEs maybe better to try a New place for the peace of mind. Don't trun out the lights yet. And stop with the crazy drinks that. Is a waste of company money.And then gone after the fact that they shouldn't have been doing them in the first place. Its a coffee house. Not a new style shop. Get your drink and relax not a DEI class from some lost person with a bent. View of what you should be doing. Im a customer not someone at a political place. Keep the I know what is better. ( Always a lost) Don't explain your point to me. I just want my coffee.
2people that perhaps have never worked in a business
Free Palestine
What awful "insight" or total lack therof. This is largely about boycotts related to the situation in Gaza. This is MOST noticeable in China, where the views against Israel are the strongest, especially among young people. At the same time that Starbucks was reporting an 11% reduction in revenues, Luckin was reporting a 48% increase. Starbucks is almost dead in China, and it MUST be experiential/premium branded in China, because Luckin is bigger and better at delivering beverages. Starbucks won't grow at all unless it is successful in distancing itself from Israel, cleanliness of the store is one thing, but if some view your brand logo as showing support for a genocide, then you're not going to survive...this is job ONE!
how very woke of you
Its not true at all that Chinese are against Israel, not to mention it is related to the declining Starbucks business. Its declining sales has everything to do with competitions from local coffee shops.
@@billmoyer3254 No, just an investor who actually chooses to learn what is really happening. You should try it instead of following dogma.
I guess maybe you shouldn’t have been union busting
Simple. Republicans drink coffee also. I’m not spending my money at a place I don’t feel welcome in
No you don't drink coffee. The market for coffee shops in Republican cities and states is MISERABLE in comparison. You're too cheap and asocial, you go to diners or make it at home and drag around a mug.
@@silvertone1 I got 2 words for you! Dun kin. Hahaha hahahaha hahaha hahahaha slug! Hahaha hahahaha haha ha hahaha
I can see a Starbucks out of my window. I get in my car and drive a couple of miles to a local shack for my coffee. Better. Cheaper. Local. No shouting or exercising their Communist politics.
You should be using your feet first thing in the morning. If its only a couple of miles you should at least be walking, esp if your job is behind a screen all day or sitting.
Boycotting Starbucks is working.
is your bank account balance rising?
Welcome back to starbucks