Starbucks founder Schultz says company needs to refocus on coffee as sales struggle

FILE - Starbucks founder and former CEO Howard Schultz testifies before the Senate Health, Education, Labor and Pensions Committee at the Capitol in Washington, Wednesday, March 29, 2023. In a LinkedIn post published over the weekend April 4, 2024, Schultz says the company’s leaders should spend more time in stores and focus on coffee drinks as they work to turn around flagging sales.

Schultz, who bought Starbucks in 1987, is credited with growing the company into the global behemoth it has become with nearly 39,000 stores worldwide. He has been the chairman emeritus of the company since last fall, when he stepped down from Starbucks’ board. “I have emphasized that the company’s fix needs to begin at home: U.S. operations are the primary reason for the company’s fall from grace,” he said. “The stores require a maniacal focus on the customer experience, through the eyes of a merchant. The answer does not lie in data, but in the stores.”

But Schultz said coffee is what differentiates Starbucks and reinforce the company’s premium positioning. Schultz also said the company should update its mobile ordering and payment platform to "once again make it the uplifting experience it was designed to be.” He didn't specify the changes he thinks should be made. Narasimhan said last fall that Starbucks is accelerating the introduction of new digital features and trying to personalize the customer experience within its app.

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