Starbucks, I Love You But…


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I love Starbucks, but Starbucks annoys me, too. Do you have that kind of love/hate relationship with the brand?

I enjoy going to Starbucks for the many reasons that you probably do, including the friendly staff and the inviting environment.

But here’s where the problems arise: I think they have consistency issues. And consistency is a key component of the customer experience. It sets expectations and creates predictability. And guess what that leads to? Trust.

I’ve said it before: Consistency breeds predictability and trust, and trust breeds loyalty. You just know what to expect. You feel good about it. And you’ll do all the things loyal customers do.

So, as my mom would say: I have a bone to pick with you, Starbucks.

You see, I have a lot of options when it comes to Starbucks locations. (This is not a news flash to anyone.) Between my house and the gym, which is 7 minutes away, I have five locations to choose from! Two are free-standing; two are in grocery stores; and one is in Target. So, as you can imagine – and I think it’s a fair assumption – I have expectations that each of these locations will offer me the same experience.

Not so.

Bear in mind that I’m a creature of habit when I go to Starbucks, probably not unlike many/most customers. In the cooler winter months, there’s a specific hot drink that I order, and in the warmer months, I get either iced tea or iced coffee. Trenta.

I have a Gold Card, and I use the Starbucks mobile app. I have Starbucks cups and coffee mugs at home. Am I a One Percenter? No, but I’m a fan.

Here’s what I’ve observed.

  • I can get a Trenta drink size in some stores, but not in all of them.
  • Unless I go to the freestanding stores, I cannot use the mobile app to pay. (Nine times out of 10, I’m not buying my drink in a freestanding store). There’s a sign posted at one of the locations that says, “We’re waiting for the software upgrade so that you can pay with the mobile app.” It’s been there for six months now. I can, however, use my Gold Card.
  • When I’ve earned enough stars for a free drink, I can show the barista my phone to prove that I have a free drink but it feels icky (yes, very technical CX term) knowing that it’s not removed from my account or marked as used. (I’ve not abused that at all, but there are probably others who might be fine with doing that.)
  • Even though I’m notified that the reward is on my Gold Card, swiping my card doesn’t remove it from my card or apply it to my purchase.
  • Coupon codes that I get via email or on the app cannot be redeemed in stores that are not freestanding.
  • The quality of their drinks varies from store to store, barista to barista.
  • And so does the pricing. A barista asked me on Saturday, “How much do they usually charge you for that drink?”

I believe the issue lies with the stores that are not freestanding. But here’s the thing: The sign above the counters say “Starbucks.” The employees wear the green aprons. And by all other accounts, they sure look like Starbucks. So what gives? The experience from store to store ought to be seamless.

Starbucks’ brand promise is to provide the highest quality coffee, exceptional customer service, and a truly uplifting Starbucks Experience – around the world.

If only it just rang true in my neighborhood.

For the most part, I think they are living up to their brand promise – just not consistently. And that’s the problem. That’s not good enough. It needs to be every day, every location, every transaction.

Are you living your brand promise at every touchpoint? Have you observed your customer experience across channels, across locations, across employees, across partners. Is it consistent? Are you losing customers because it’s not?

The hardest thing about skateboarding is consistency: The slightest flick of your foot or gust of wind can send your board flying, so it’s really anybody’s game out there. -Shaun White

Republished with author's permission from original post.

Annette Franz
Annette Franz is founder and Chief Experience Officer of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, consultant, and speaker. She has 25+ years of experience in helping companies understand their employees and customers in order to identify what makes for a great experience and what drives retention, satisfaction, and engagement. She's sharing this knowledge and experience in her first book, Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business).


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