Why Starbucks is going back to basics

Amid higher costs, longer wait times, and waning sales, Starbucks is ready for a brand refresh. The company’s new CEO, Brian Niccol joins Rapid Response to reveal how Starbucks plans to go back to its roots — prioritizing human connection and a local coffeehouse feel in the hopes of restoring the brand’s position in U.S. culture. Also, Niccol gives an inside look at the company’s subtle name change, which aligns with this new strategy. 

This is an abridged transcript of an interview from Rapid Response, hosted by the former editor-in-chief of Fast Company Bob Safian. From the team behind the Masters of Scale podcast, Rapid Response features candid conversations with today’s top business leaders navigating real-time challenges. Subscribe to Rapid Response wherever you get your podcasts to ensure you never miss an episode.

You’ve called your strategy ‘Back to Starbucks,’ and it’s included the return of a condiment station, the return of handwritten names on cups. It can sound like a lot of small details. Is that all that’s required—tuning the details?

Look, I mean, we are in the retail business. We’re in the customer service business, and anybody that’s been involved with that knows the details do matter. And the reason why the details you just mentioned really matter for Starbucks is, frankly, those details are our point of difference. It’s how we get to another level of connection.

It’s also how we kind of create a little bit of the magic, right? What turns the coffee and that craft beverage into something really special is the moment that potentially you have in our store, the community of the store, the moment you might have with our barista, or just the moment where you grab your cup and unexpectedly there’s a little smiley face on your cup.

And it just changes the entire attitude of the customer. Obviously, you have to have a great product, you have to have a great experience, but if you have those little moments of connection, it just adds so much more.

Well, it’s always interesting how, in food-related businesses, the product has to be satisfying, but so much of it is about the experience, about getting the experience to feel memorable and satisfying.

Yeah, that’s right. And look, I think one of the things that veered Starbucks a little bit off was the whole mobile ordering, the COVID situation. I think it just really took a lot of the soul out of what this business is all about. And I’m sure, Bob, like me, you remember when the first Starbucks came to the neighborhood, and it was a moment for the neighborhood, right? I was living in Cincinnati, Ohio. I was working at Procter & Gamble at the time, and we were like, what a great spot. I really loved it when they were like, all right, Brian, grande Americano with an extra shot.

And I’m like, yeah, all right, that’s me. I’m in. So, I think just what happened with mobile ordering is it kind of chipped away at a little bit of that soul and that connection because we went to labels and we stopped writing on the cups and we started looking at how you can remove seconds from the proposition as opposed to how you maintain the experience, the connection, and the integrity of what goes even beyond a great cup of coffee.

There is this kind of impression that there was an earlier Starbucks heyday, but it’s not like the stock is that far from its all-time high. So, when you think of the life cycle of the company, what phase do you feel like it’s in? Or do you see phases ahead?

Right now, the phase we’re in is we need to get things turned around, at least in the U.S. business. We need to get what I would call the soul of the business back, this connection back, and the partner experience back so that the customer feels the brand again, okay? And I think when we get that back, there’s tremendous growth ahead of us because, frankly, the reality is so many things isolate you as opposed to bringing you together.

And I think people want to get out of the loneliness phase and get back to the connection phase. I’ve had the opportunity to travel around the world, and it’s true everywhere I’ve been, whether it was Italy, which was a little bit surreal because the whole Starbucks original idea came from Howard visiting Italy. Here I am back in Milan, seeing people walk around with Starbucks cups. And it just demonstrates this is one of those human truths that just connects people all around the world, connecting over a cup of coffee or connecting with your barista. It’s just a human truth.

You mentioned Howard Schultz, the founder and multiple-time CEO there. Do you talk with him about what you’re doing, or are you kind of on your own?

Howard’s been great. I think I’m fortunate that you still have a founder who can share the history of how Starbucks went from one store in Seattle to the iconic global brand it is. He doesn’t want to run the company.

He doesn’t want to be involved in the day-to-day. He wants you to do that. But he’s available for me to inquire about his thinking when you introduced food into the cafe and how it competed with coffee, and ‘what was your thinking when we went from hot to cold,’ and it’s great to get that insight.

During Starbucks’ life, there’s been an increasing proliferation of neighborhood coffeehouses. How much do you think about these hyper-local cafes as your competition? I was watching your new commercial, “That’s not my name.” And it ends with a tweaked name for you guys, a Starbucks Coffee Company, which sounds a little more local. Is that what you’re trying to signify?

The reality is, Starbucks started as a coffee company, and at the heart, that’s what we are. Again, I went back and did a little history lesson, and when Starbucks first started, it had a very simple statement to be the purveyor of the finest coffee in the world.

And we still believe that in a really big way. So I think it’s important to make that statement that we are the Starbucks Coffee Company. And what I want people to understand is we are so committed to coffee quality that we apply that same commitment of quality and craft to the food we do, the teas we might provide, but first and foremost, we’re a coffee company. And I think it’s important for people to be reintroduced to Starbucks from that point of view because I think we’ve forgotten to tell people that over the last, let’s call it last decade.

I mean, it sounds like you need to focus more. Now you need to narrow down a little bit what you’re doing, get a little more streamlined. And then maybe once that is aligned, you could start adding things back again or adding new things.

We’re going to continue to be an innovative company, but you’re best served to innovate when your core is strong. If you are innovating to try and compensate for a weak core, usually good things don’t happen. You end up just drifting. And my point is let’s have a strong, healthy core, and then we can innovate from there.