This Rapid Response podcast episode interviews Starbucks CEO Brian Niccol about his "Back to Starbucks" strategy. The interview covers his approach to improving the customer experience through attention to detail (e.g., handwritten names on cups, condiment bar), addressing challenges like mobile ordering inefficiencies and union relations, and leveraging AI for operational improvements. Niccol emphasizes the importance of human connection and rebuilding the brand's core values. He highlights the need to balance mobile ordering with in-store experiences, aiming for a four-minute in-store service time to reduce waste and improve customer satisfaction.
