Starbucks is making a significant change in its approach to customer service. The coffee giant is set to open its first 3D-printed store, but it is also taking a step back from heavy automation. The big news is that Starbucks is planning to hire thousands of new baristas. This decision comes after realizing that machines alone cannot provide the customer experience that the company wants to deliver.

The CEO, Brian Niccol, has been leading this shift. He noticed that reducing staff numbers didn't work out as planned. The idea was that machines could take over some tasks, but it turns out that customers prefer the human touch. Niccol admitted that this realization came after trying out increased staffing at a few locations. The plan is to expand this to 3, 000 baristas by the end of the year.

This move is interesting because it goes against the trend in the food and beverage industry. Many companies are turning to automation to cut costs. Starbucks, however, is betting that investing in people will pay off. Niccol believes that this investment will lead to growth and a better in-store experience. This is a bold move, considering that sales have been struggling. The company's recent results show a decline in global sales, marking the fifth straight quarter of decline.

Starbucks is also pulling back on its high-tech Siren drink-making system. This system will now only be used in very specific locations. The company is also making other changes, like simplifying the menu and having baristas write names on customers' cups again. These changes are part of a broader effort to improve the customer experience. But will these changes be enough to turn things around? Only time will tell.

The decision to hire more baristas is a big deal. It shows that Starbucks is willing to invest in its people, even if it means higher costs. This could be a smart move, as customers often value the personal touch that only humans can provide. However, it also comes with risks. If sales don't improve, the company could face financial challenges. But for now, Starbucks is betting on the human touch to win back customers and drive growth.

Starbucks: The Human Touch Returns

Actions