Brian Niccol found Reddit interview-thread feedback indicating candidates should emphasize customer service, signalling progress on service standards. The 'Back to Starbucks' plan aims to revive a cozy third-place experience reminiscent of 1990s coffee culture. Store changes include reinstalling comfier seating and restoring seats removed for mobile ordering, writing customers' names on to-go cups, reducing menu size to speed orders, and adding trendy items like protein-infused drinks. The strategy focuses on combining world-class customer service with improved craft and high-quality food to shift perception from a hurried pickup spot back to a place to linger.
""If you don't like customer service, you're probably not going to like working at Starbucks. We're in that transition of getting people to understand that," Niccol said. "When I saw that in the Reddit thread, I was like, 'OK, we're making progress on what the standard of services that we want [are].'""
""There is tremendous value in being a world-class, customer-service company combined with great craft, great quality food,""
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