short summary: american customers no longer like the experience at startbucks, long waiting times because the offer has expanded but the internal processes apparently don't allow for it. you sometimes have to wait 15 minutes for a cappucci because the employees are mostly busy with the frappuccino-mate-caramel creations. customers say the "starbucks experience" of the past is gone, you feel like you're at taco bell or mcdonalds. During the pandemic, some seats have been reduced. employees say the direct contact with customers in conversation is no longer there because there is no time. sales in china have slumped by 14% and chinese competitors are coming onto the scene with similar concepts. the new CEO has analyzed the issues and says they are mainly homemade issues, but some of them cannot be fixed quickly because the design and processes of the employees have to be changed. they are working on it, but it may take time.
•
22
•