I’ve always been amazed that the most popular post on Crossderry remains my first post on Starbucks’ attempts to re-invigorate their operations and brand (here). Unfortunately, as some of my follow-ups on customer service issues hinted (here and here), the turnaround will be slower and more painful than it first appeared.
In fact, I haven’t been to my local for almost two months. We did try to visit once…but they were closed again on Sunday PM. Fast service is a habit business and once you’re out of it and your “fix” isn’t top of mind, then look out.
Plenty of coverage of the store closing announcement: start here at Starbucks Gossip. It also appears that the Congress is taking this threat to Caffeinated Nation seriously (here).
Hat tip for the Scrappleface link to Jeff Nolan (here).
Filed under: Leadership, Performance Management, Turnarounds | Tagged: Paul Ritchie, Scrappleface, Starbucks, Starbucks Gossip, store closing | Leave a comment »
