Kirsty Kean’s Post

Morrisons' decision to involve customers in management meetings and host monthly store roundtables echoes a successful strategy I enjoyed being involved with during my early days at Tesco in the UK and Ireland. Although Tesco called them ‘Customer Question Times’, they could sometimes be attended by up to 40-50 customers per session. These customer-focused initiatives, often attended by the then-CEO Terry Leahy, proved invaluable in keeping the business attuned to customer needs and opinions. Terry often attributed this to the business's continued success during that period. Key business decisions were only allowed if they had been through the customer insight funnel. Most Tesco HO employees were encouraged to attend the ‘Customer Question Times’ regardless of their seniority or position in the company, as they were seen as fundamental in understanding the customer and knowing exactly what they wanted. Morrisons' commitment to engaging customers aligns with a back-to-basics approach and reflects a recognition of the importance of customer perspectives in driving the supermarket's transformation. From my own experiences, I have seen that big supermarkets often need to be more connected with their customers. Multiple teams working within their silos often become detached from the customers they are aiming to satisfy. The risk is that they make key decisions based on assumptions or outdated insights/ ideas, often without directly speaking to the customers they are trying to please. Rami Baitiéh, hired as the supermarket’s boss in November, believes that “listening to customers and colleagues will show us the way” as he looks to “reinvigorate, refresh and strengthen” Morrisons, The Guardian reported. This is great to hear, and this is a smart move. An intelligent approach that will help guide Morrisons back in the right direction. Read more at: https://lnkd.in/emj-ggve Follow Retail Savvy on LinkedIn: https://lnkd.in/etXuWN48 #CustomerInsights #RetailStrategy #Morrisons #Tesco #RetailSavvy #SavvyInsights #TheGuardian

☕FAST FOOD FRIDAY: Inside the Ongoing Plan to Fix Starbucks 🚀The Challenge Starbucks has faced a series of challenges recently, including declining store traffic, operational inefficiencies, and labor disputes. These issues have been exacerbated by the COVID-19 pandemic, which dramatically altered consumer behavior and disrupted supply chains. As a result, Starbucks reported a 3% drop in comparable store sales in the most recent quarter, prompting a comprehensive strategy overhaul to regain momentum. 🛠️The Fix: Key Strategies 1) Operational Efficiency: Starbucks is investing heavily in technology to streamline operations. This includes the introduction of automated espresso machines and new in-store technologies designed to reduce wait times and improve order accuracy. These innovations are expected to boost efficiency and enhance the customer experience. 2) Employee Engagement: Recognizing the crucial role of their workforce, Starbucks has implemented measures to improve employee satisfaction. This includes wage increases, enhanced benefits, and more flexible scheduling options. The company aims to reduce turnover and foster a more motivated and committed workforce. 3) Digital Transformation: Starbucks is enhancing its digital footprint by expanding its mobile ordering capabilities and loyalty program. The Starbucks Rewards program has been a significant success, with over 24 million active members, accounting for 53% of all sales in the U.S. By leveraging data from this program, Starbucks can personalize offers and improve customer retention. 4) Sustainability Initiatives: As part of its commitment to sustainability, Starbucks is focusing on reducing its environmental footprint. This includes a goal to cut its carbon, water, and waste footprints by 50% by 2030. These efforts are expected to resonate with eco-conscious consumers and align with broader industry trends towards sustainability. Want to be added to my email list where I send out weekly NNN updates, trends, and deals? DM me! tyler.bindi@marcusmillichap.com Office: 310-909-2374 Cell: 408-510-9057 Twitter/X: @TripleNetTyler 4caphat.com https://conta.cc/3A9w53j

📚 Reading "𝘚𝘶𝘱𝘦𝘳 𝘚𝘵𝘳𝘢𝘵𝘦𝘨𝘪𝘴𝘵: 𝘛𝘩𝘦 𝘈𝘳𝘵 𝘢𝘯𝘥 𝘚𝘤𝘪𝘦𝘯𝘤𝘦 𝘰𝘧 𝘔𝘰𝘥𝘦𝘳𝘯 𝘈𝘤𝘤𝘰𝘶𝘯𝘵 𝘗𝘭𝘢𝘯𝘯𝘪𝘯𝘨" by Lesley Bielby (highly recommend) and found an interesting story showcasing how consumer research leads to quality insights and, in turn, quality work. In the mid-2000s, Dunkin' Donuts was known as a donuts brand for blue-collar workers. Despite their coffee being considered better, they were losing out to Starbucks, whose superior brand experience was attracting customers. To reposition themselves as a coffee-based beverage brand, Dunkin' conducted a type of research called "𝐁𝐫𝐚𝐧𝐝 𝐃𝐞𝐩𝐫𝐢𝐯𝐚𝐭𝐢𝐨𝐧". They asked a group of Dunkin' customers to only go to Starbucks for two weeks, and a group of Starbucks customers to only go to Dunkin'. The results were surprising (or not) - both groups hated the experience. 👀 Starbucks customers missed lingering in the comfy chairs and the cosy vibes they were used to – they felt out of place at Dunkin'. On the other hand, Dunkin' clients thought Starbucks was for pretentious people who didn't seem to work hard and had enough free time in their hands to stand around waiting for coffee. Instead of trying to replicate Starbucks' experience, with this insight at hand Dunkin' went hard in the other direction. They positioned themselves as a brand for the hardworking people who keep America running – that led to the famous tagline "America runs on Dunkin'" and every aspect of the brand experience reflected that, from store design to how food was served and consumed. 🍩☕️ I don't think the take-away could be any clearer: 𝐚𝐥𝐥 𝐠𝐨𝐨𝐝 𝐰𝐨𝐫𝐤 𝐬𝐭𝐚𝐫𝐭𝐬 𝐰𝐢𝐭𝐡 𝐩𝐫𝐨𝐩𝐞𝐫 𝐫𝐞𝐬𝐞𝐚𝐫𝐜𝐡. 🔍

Starbucks📍📍 versus 📍📍Dunkin theres a huge difference between these two brands. They’re both big successful companies But They both market themselves different Starbucks is a higher name product Dunkin is on the lower scale. Let’s be honest, you won’t find a Starbucks in a low class neighborhood on a random street Dunkin you’ll find it wherever you go. Same goes in business. It all depends who you surround yourself. What’s your goal? Where do you want to stand? Do you want to stand with one type of people or the other type? Pick your goal pick your standards. Hope you have a successful week.🙏🙏

BE SMART ! Let's We Learning From Their Experiments, Their Weak/ Strong Points, That's How We Can Grow and Keep Improving Our Businesses. Starbucks New CEO Wants to Fix it All Starting With Bring The Company Back to it's Roots as a "Community Coffeehoue", in Another Words Switch Starbucks from "to-go" to "for-here" Service ! Mr. Niccol Took The Responsability in a Very Difficult Time, Starbucks’ Sales have Fallen for Two Straight Quarters, SBUX Value Keep Declining from $105 in Early Jan. to $75 (Almost 30%) Before Mr. Niccol Took The Position. Some Customers have Expressed Frustration With High Prices, Slow Pickup Orders on Starbucks’ app and Lackluster Food Options. In Addition, There is a Wave of Union Organizing at Stores Stemming from Frustration With Working Conditions, Pay and Benefits ... etc. Simply "MESS" After Series of Wrong Decisions ! The Question: IS THAT WHAT AMERICANS REALLY ARE LOOKING FOR ? What Do YOU Think ?

I'm REALLY jazzed to announce that several leading companies are bringing their teams to Groceryshop this Fall (Oct. 7-9, Las Vegas). So much so, in fact, that I'm sending a shoutout to these amazing companies who are already signed up - across several different divisions! H-E-B, Kraft Heinz, Lidl US, Dollar General, General Mills, Nestlé, Giant Eagle, Inc., ALDI USA, SpartanNash, Costco Wholesale, Nestlé Purina North America. Why bring your team? Groups have more time and the ability to divide and conquer - enabling them to experience all of the innovative tech and informative sessions Groceryshop has to offer. You're able to not only retain a wholistic view of what Groceryshop offers, but also gain diverse perspectives! Not to mention that attending together helps align your team with the latest industry trends and strategies - ensuring everyone is on the same page. So! Who on your team would benefit from joining you at Groceryshop? Drop their names in the comments, and I'll reach out with information on how they could receive a complimentary VIP ticket! Let’s make sure every team member who could gain from attending Groceryshop has the chance to be there!! P.S. - Special shoutout to the PepsiCo team for the EPIC Chester the Cheetah pic. Maybe we do a competition for best creative team photo at Groceryshop? Hmm... 😁

“Starbucks provided more than caffeine and a place to sit. It offered a sense of belonging, a space where ideas could flourish and connections could deepen.” In Jay Mandel's article for MarTech, he reflects on how Starbucks once embodied the true essence of a third place, creating spaces for community and connection. However, the shift toward digital convenience and short-term sales strategies has eroded the unique atmosphere that made it a cultural landmark. To reclaim its magic, Mandel argues, Starbucks must return to its roots and re-establish itself as a welcoming community hub. As Brian Niccol takes the helm as the new CEO, there’s a pivotal opportunity to reclaim this role 🏆 Dive into the full article to explore how Starbucks can regain its role as a true third place: Read more: https://lnkd.in/d2YgcMnt #thirdplaces #socialspaces #brandstrategy

😓 A complete shutdown of a major coffee company? In 2016, Starbucks faced criticism for a lack of innovation and declining customer engagement. Instead of sticking to the same routine, they decided to shake things up by closing thousands of stores for a day of employee training on customer service. This bold move wasn’t just about fixing a problem; it was a chance to reconnect with what made Starbucks special. They invested in their people, ensuring that every barista had the tools and knowledge to enhance the customer experience. The results were impressive. Not only did employee morale improve, but customers also noticed the difference. Starbucks introduced new beverages and revamped their stores, creating a more inviting atmosphere. This renewed focus on service and quality helped them reclaim their spot as a leader in the coffee industry. After all, progress often starts with a simple step back. #CompanyCulture #InvestInPeople #BusinessStrategy

How do you increase the participation rate in your recognition scheme by 4X and increase the number of people who receive a reward by 50X, all while saving cash on the rewards you use to recognise people with? Just do what Starbucks did with Huggg... Check out their store here, it's a 2 min read 👇 https://lnkd.in/gXPnbtRf #Recognition #RewardAndRecognition #EmployeeExcperience

I just love this article from Joe Pine and Louis-Étienne Dubois on how Starbucks has devalued its own brand. In my experience, I often coach organisations in the balance between a great digital strategy but caution doing so in the absence of a service strategy. I think this is a great use case where any organisation can take some lessons learnt from Starbucks. I think Joe and Louis have presented it beautifully when they say, "Starbucks may call it “experiential convenience,” but we consider that an oxymoron; convenience is about time well saved and experience is about time well spent. It’s really just the experiential equivalent of “shrinkflation.”" I hope you enjoy the read as much as I did. #CustomerExperience #Starbucks #BrandManagement #BusinessInsights #CoffeeLovers #ExperienceEconomy