Starbucks Drinks The Efficiency KoolAid--And Suffers From Lack Of Authenticity. Bring Back The Experience.

Bruce Nussbaum

I've been complaining about the long lines and bad consumer experience at Starbucks for a while and the leaked memo by founder Howard Schultz proves that the problems go to heart and soul of this once-wonderful company. Operational efficiency is very important to corporations but not at the expense of innovation or experience.

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