Starbucks introduced a policy for baristas to write personalized messages on customers' cups, aimed at enhancing customer joy. While some appreciate the gesture, baristas have expressed frustration over the additional pressure to comply with this instruction. New CEO Brian Niccol strives to revive the warm coffee house ambiance of previous decades amidst recent operational changes focusing on efficiency, such as shifting towards mobile ordering and simplified menu options. Despite good intentions, the cup messaging initiative may create tension between customer service objectives and barista job satisfaction.
Starbucks encourages baristas to write friendly messages on cups to enhance customer experience. However, many baristas find this practice frustrating and burdensome.
Following a shift towards efficiency with mobile ordering, Starbucks aims to restore its cozy vibe from previous decades, while maintaining customer satisfaction and service quality.
Some changes implemented by Starbucks since the new CEO took over include simplifying the menu, charging for extra ingredients, and increasing investment in human labor for drink preparation.
The initiative to personalize cups with messages may not resonate positively with all employees, reflecting the tension between company goals and employee satisfaction.
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