Consumer Musings

The Starbucks experience has gone downhill, especially since the Pandemic.

No more self-serve. Starbucks popularized the ability to customize your coffee the way you wanted it that day. During the pandemic, they removed the cream/milk and sugars from the self-serve station for safety. And it seems that these have yet to return. This is to reduce waste (e.g. spoiled cream) and to generally keep those areas cleaner. But last time I ordered a hot coffee, the person behind the counter put WAY too much cream in. It was gross and made the coffee lukewarm too. It’s a gamble as to whether the “barista” knows what “a splash of cream” means.

Mobile orders. Since the pandemic, mobile orders have gone through the roof. Good for them, bad for the store experience. The counter is now chockful of mobile orders, many of which are never picked up. They also seem to prioritize mobile orders over walk-ins, which is aggravating and insulting.

Maze of merchandising. The displays for mugs, cups, and beans is out of control. I feel like I’m in a TJ Maxx.

From a business perspective, I understand all of these changes. I’m sure the short-term data show that these were all bottom-line positive. But from this consumer’s perspective, it is no longer a great place to meet and hang-out.

Don’t just take it from me: https://www.fastcompany.com/90732166/what-happened-to-starbucks-how-a-progressive-company-lost-its-way