Comments on: Starbucks Closes for “Retraining” http://jeffnolan.com/wp/2008/02/26/starbucks-closes-for-retraining/ Jeff Nolan's take on investment, innovation, entrepreneurship and the technology industry Mon, 06 Feb 2012 06:44:37 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: hoffmann gets lost, stumbles into CI’s living room | Yeast Diets http://jeffnolan.com/wp/2008/02/26/starbucks-closes-for-retraining/comment-page-1/#comment-240847 hoffmann gets lost, stumbles into CI’s living room | Yeast Diets Fri, 14 Mar 2008 09:27:52 +0000 http://jeffnolan.com/wp/2008/02/26/starbucks-closes-for-retraining/#comment-240847 [...] Starbucks Closes for “Retraining” [via Zemanta] [...] [...] Starbucks Closes for “Retraining” [via Zemanta] [...]

]]> By: Starbucks: Growth, Trust, and Risk « TalentedApps http://jeffnolan.com/wp/2008/02/26/starbucks-closes-for-retraining/comment-page-1/#comment-235423 Starbucks: Growth, Trust, and Risk « TalentedApps Sat, 01 Mar 2008 00:21:29 +0000 http://jeffnolan.com/wp/2008/02/26/starbucks-closes-for-retraining/#comment-235423 [...] The law of unintended consequences holds here. Customers can end up hearing only about “quality problems in product and experience.” Employees can end up feeling like they’ve been singled out for public pillory, when [...] [...] The law of unintended consequences holds here. Customers can end up hearing only about “quality problems in product and experience.” Employees can end up feeling like they’ve been singled out for public pillory, when [...]

]]> By: Starbucks customer service boot camp « Crossderry Blog http://jeffnolan.com/wp/2008/02/26/starbucks-closes-for-retraining/comment-page-1/#comment-234452 Starbucks customer service boot camp « Crossderry Blog Wed, 27 Feb 2008 18:58:29 +0000 http://jeffnolan.com/wp/2008/02/26/starbucks-closes-for-retraining/#comment-234452 [...] crossderry Jeff Nolan — at one of my favorite blogs  Venture Chronicles – comments here on Howard Schultz closing down Starbucks for customer service re-training.  I wasn’t [...] [...] crossderry Jeff Nolan — at one of my favorite blogs  Venture Chronicles – comments here on Howard Schultz closing down Starbucks for customer service re-training.  I wasn’t [...]

]]> By: Paul Ritchie http://jeffnolan.com/wp/2008/02/26/starbucks-closes-for-retraining/comment-page-1/#comment-234424 Paul Ritchie Wed, 27 Feb 2008 17:20:33 +0000 http://jeffnolan.com/wp/2008/02/26/starbucks-closes-for-retraining/#comment-234424 Hi Jeff, I had the exact opposite reaction w/r/t PR: that this action highlighted that they knew there was a problem and they take it seriously enough to close the business for a few hours. This and other moves by Schultz parallel what McDonald's did a few years ago in getting back to basics -- very successful for MCD and I think it will be so for Starbucks. Finally, apparently Schultz is refocusing on the coffee culture as well. The reason he jettisoned the breakfast sandwiches is that they overpowered the coffee aroma, making it smell like just another fast food place. Best, Paul Hi Jeff,
I had the exact opposite reaction w/r/t PR: that this action highlighted that they knew there was a problem and they take it seriously enough to close the business for a few hours. This and other moves by Schultz parallel what McDonald’s did a few years ago in getting back to basics — very successful for MCD and I think it will be so for Starbucks.

Finally, apparently Schultz is refocusing on the coffee culture as well. The reason he jettisoned the breakfast sandwiches is that they overpowered the coffee aroma, making it smell like just another fast food place.

Best,
Paul

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