Rob Lott’s Post

This morning I was on my way in to a client’s office and stopped for some fuel at Starbucks. I’ve probably had a dozen Starbucks baristas teach me something valuable so kudos to the Starbucks people and culture team for hiring and training some great folks! This particular barista said: “Are you Serena?” “Yes,” I responded “I’m making your matcha right now and I want you to know that I’m making it with love. She then went on to ask what I did for work and exclaimed, “you are a woman in power. You are making a difference in workplaces.” I said, “wow that’s kind of you. And I think you are too. You literally fuel people’s days and ideas. They couldn’t do the work they do, or show up in the ways they do, without you giving them the energy to.” I got so much more than matcha. I got 2 minutes of engaging and motivating dialogue with another human. Messaging I wouldn’t have received if I had done my usual mobile order (run in and out with no interaction). This can never be replaced by AI. 💡This was a reminder to prioritize interaction and engagement over convenience and automation. And that micro affirmations are small things we can do or say to leave big impacts. 💡 #starbucks #training #humanconnection #engagement #hr #peopleandculture

Agree or not holding a Starbucks coffee and working sounds cool 😎 Isn't it? That's what the Starbucks agenda is ☕ Do you know the psychology behind it ? 🤔 ➡️We can make coffee at home too but what starbucks do is showcase visuals of people holding their iconic coffee cups while engaged in activities like working, socializing, or relaxing. ➡️This imagery reinforces the idea of Starbucks coffee as a part of everyday life, enhancing productivity, enjoyment, or social interaction. ➡️There are some basic core principles behind the Starbucks marketing strategy that nearly any brand can borrow and implement ➡️Replicating the entire Starbucks marketing strategy is nearly impossible for brands with low budgets. ➡️However, learning and implementing the core principles and the idea behind the Starbucks marketing strategy can benefit even startups. ➡️By knowing exactly who its target audience is at any point and catering to a specific set of people, Starbucks has been able to stand apart from its competitors like Costa and Cafe Coffee Day. ➡️Being a premium coffee brand, Starbucks has most of its customers belonging to the upper economic segment. It targets youngsters and people who seek a peaceful space to drink coffee. Its high-end customers fall in the 22-50 age group, both male and female. #working #starbucks #worklife #brand

Starbucks scores for more than your daily jolt of Caffeine!☕ Most people really like going to Starbucks. It’s a great spot whether you want to relax, change up your work setting, or meet with friends and family. Starbucks is often the first place people think of. Even if you're new to an area, finding a Starbucks can make you feel like you're back home. It’s a friendly place where you can enjoy your time, no matter why you're there. SAVE this post for some fresh inspiration! . . . #starbuckssecretrecipe #starbuckssecretmenu #customerexperiencedesign #customerexperiencematters #customerexperiences #customerexperiencestrategy #customerexperiencemarketing #customerexperiencespecialist #keynotespeaker #customerandemployeeexperiencestrategist #hospitalityconsultant

New Starbucks ceo Brian Niccol's just released a message outlining his plan to recover unexpected sales decline of the last two quartes 🥁 🥁 🥁 … ✅ Empowering baristas to take care of customers, giving them the tools and career opportunities they need. ✅. "Get the morning right, every morning," or, essentially, meeting product expectations. ✅. Re-establishing Starbucks as the community coffeehouse, with comfortable seating and thoughtful design. Expect to start hearing "third place" again. ✅. Telling the story of Starbucks, including its coffee expertise, role in communities, and special experience. 👉Back to basics: people people people!

Incredible value in this video. ☕️ Almost all of Starbucks major innovations came from EMPLOYEES deeply in touch with customers, no leadership directives needed. Starbucks has lost its way on culture the last few years but having spent 5 years working for them, I still have hope. If Burnouts were brought in to consult and provide insights for positive change, here’s a few things we’d recommend. •Bring Back The 3rd Place• 🥉 Home, Work, Starbucks. This was the core of the experience. With the advent of remote work we can now attract 2nd place customers! The store experience should be the focus, work pods, at least bring back comfortable furniture. •Empower Teams, Barista’s Lead The Way• 👂 They have moved to unionize, because Leadership ignored staff as technology crept into the business. Let’s bring to life unique ideas from today’s baristas. •Eliminate Mobile Order• ❌ We have to reinvent app order and run. This has added the most stress to barista lives, and made them feel like robots detached from the Human customer. At the very least offer exclusive discounts to encourage customers to order in store. •Add Mobile Detailing To Drive Thru• 🧼 This is our secret sauce, it’s random but adds more unique value to the Starbucks trip. A great way to eliminate the annoyance of the car wash for the masses. You don’t have to chase every dollar, if it erodes your core values. Brian Niccol hit us up! We’d love to help. #CompanyCulture #Starbucks #ThirdPlace #Burnouts #CoreValues

This month, we're diving into The Starbucks Experience by Joseph Michelli, and this week we wanted to share our key takeaways pages 1-81: Principle 1 (make it your own) and Principle 2 (everything matters). •Everyone business owner should list the core ways of being that you need in order to be successful at __. For example, in order for Starbucks to be successful, their employees need these core ways of being: Be welcoming, be genuine, be knowledgeable, be considerable and be involved. •The right way to conduct business means truly turning employees into partners and making sure they feel valued. •Choose the right employees and train them well. Every employee should be knowledgeable about the product or service. •Starbucks strategizes around the space of each shop - they study and consider the size of the counter, the customer experience, and even the music playing at each shop. •By asking their customer's names when they order coffee, not only sets Starbucks apart from their competitors, but it allows their customers to feel special. • What sets you apart? What makes you your own? What makes working with you memorable?

Beyond the Cup: Starbucks' Winning Strategy for Community Connection ☕️ Forget just coffee! Starbucks has mastered the art of creating a "third place" - a welcoming haven outside of home and work. Here's the secret sauce: Branding that resonates: Every detail, from the logo to the music, reinforces a sense of warmth and belonging. Cozy comfort: Think plush armchairs, inviting lighting, and ample space to spread out. ️ Always-on Wi-Fi: The digital nomad's dream come true! Friendly baristas: They're not just order-takers, they're the heart of the experience. This winning formula fosters: Productivity: A perfect spot to get work done, with the added perk of delicious coffee breaks. ☕ Social connection: Meet friends, strike up conversations, or simply enjoy the company of others. Relaxation: Unwind after a long day or escape the hustle and bustle. **What other brands could learn from Starbucks' "third place" approach? ** Share your thoughts in the comments! #starbucks #community #branding #marketing #socialmedia #coffeeshopvibes

Friday ☕️ Chat Time This week marks the completion of my Starbucks Shift Supervisor Training and Week 4 of my journey. I focused on refining the execution of processes I learned last week, all with the aim of brewing exceptional customer experiences (thanks to Almohannad Alsbeai for the brew pun). I’m particularly fond of our recognition tools here at Starbucks, both digital and physical. My favorite is the Green Apron cards, which we physically hand to our Partners to acknowledge their embodiment of our values or behaviors that align with our mission of nurturing human connection. The excitement they show upon receiving one is truly heartwarming. A key takeaway from my training this week was, “What’s rewarded gets repeated.” This simple yet powerful concept highlights the importance of acknowledging and thanking our people for their consistent efforts. As leaders, it’s easy to focus on what’s lacking rather than reinforcing positive actions. Leaders and peers in my store consistently recognize each other in so many ways. This weekend, I encourage you to reflect and identify the unsung heroes or consistent performers in your team or department who might not always receive the recognition they deserve. Next week, make an effort to acknowledge them with a personal note or email. It could really make their week! Next week, I start my Store Manager training, and my excitement continues to grow. To cap off this update, here’s a photo of some sampler beverages we handed out in the café this week.

I have a collection of Starbucks cups on which they misspelled my first name. In fact, they get it wrong most of the time. Some examples: Burnt, Brent, Brad, Berid, Berntor even Beirut. Starbucks staff write your name on the cup to personalise the experience, and then they get it wrong. Isn’t this symbolic for a lot that goes by the name of ´personalisation’ these days? If you personalise your offer, do you get it right? Do you know your customer? If you personalise learning experiences, do you really know your learners? Let me know how you do a better job than Starbucks #personalization #customization #customerexperience #starbucks

Discovering Connections Over Coffee: Starbucks' Vision Unveiled In a world that often feels disconnected, there's a place where the simple act of sharing a coffee can spark endless possibilities. Starbucks stands as a beacon for fostering human connection, with a purpose statement that resonates deeply in today's fast-paced society: "We nurture the limitless possibilities of human connection." This vision goes beyond just serving coffee. It's about creating spaces where conversations start, ideas flourish, and communities strengthen. Whether it's a morning pick-me-up, a meeting spot for friends, or a quiet corner for reflection, Starbucks aims to be more than just a coffee shop. It seeks to be a haven for connection, warmth, and belonging. As we navigate through our daily lives, let's take a moment to appreciate the spaces that bring us together. Starbucks reminds us that amidst our busy schedules and digital interactions, the potential for genuine human connection is always within reach. Let's embrace this reminder and make every coffee shared a step towards a more connected world. ☕️💚 #Starbucks #socialnetworking #PurposeInAction