Starbucks Forgot the Power of Hospitality. Here’s How It Plans to Reclaim It

When a customer retrieves a drink from a shelf in silence, the visit may be efficient but it’s no longer much of an experience.

EXPERT OPINION BY MICAH SOLOMON, THE CUSTOMER EXPERIENCE EXPERT @MICAHSOLOMON

Don’t get me wrong. I love Starbucks. It’s a great corporate citizen here in Seattle and a true exemplar, most of the time, for how to treat employees as well as customers. 

For years, Starbucks understood something many companies........

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